Job DescriptionAre you ready to make a difference in someone’s life and have a career with purpose?
CVS Health is building our Inbound Customer Service team to support our benefit members as they make important health decisions. We are hiring a Supervisor for our Inbound Call Center where you will be the first line of communication for our members.
Are you a fit for this Supervisor role?
As a Customer Service Supervisor, your primary responsibility is to supervise and provide direction to full-time and contingent call center representatives and ensure that patient requests are met, and prescription orders are processed accurately and efficiently. In this role, you will also be responsible for directing daily workflow to ensure that all production and quality goals are met, as well as assisting in the planning and development of new strategies and procedures within the Specialty Customer Service arena. This includes tracking and reporting progress of projects and analyzing call/performance statistics. Also, this position is responsible for Talent Management (mentoring, motivating & counseling staff including administrating disciplinary action when necessary) as well as Talent Acquisition (interview and hiring of staff).
This position interacts with various levels of personnel and requires a strong ability to build and maintain relationships with customers at all levels, both internal and external. Strong written and verbal communication skills are critical in this role.
Customer Service Supervisors analyze and interpret various financial and production reports such as productivity, work volume, and call volume statistics, etc. to make determinations of impact and risk to service levels and provide solutions for positive outcomes. Required QualificationsAt least one year of Supervisory or leadership experience in a customer service, call center, production or related environment.
At least one year of experience with Microsoft applications including Word and Excel. Preferred QualificationsPrevious Leadership experience in a pharmacy customer service environment
Ability to effectively lead people and provide team leadership Knowledge of basic insurance, third party terms, and medical terminology
Specialty Pharmacy experience a plus Possess the capacity to lead multiple projects at a time
Demonstrate knowledge of healthcare, admissions, and information systems
Strong problem solving, leadership and customer service skills
Experience working with strict deadlines and ability to meet deadlines on a daily basis while managing multiple projects and priorities
Expertise in a high intensity, dynamic production environment
Ability to evaluate work and process flow to ensure optimal efficiency while maintaining extreme accuracy and data standards
Ability to work in teams and coordinate work efforts EducationBA degree required preferably in Business, Health Care Administration or related field and/or equivalent management experience in a call center industry. Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW
and EEO IS THE LAW SUPPLEMENT
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health
CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.
For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/