Job DescriptionThis position is responsible for supervising the operations and performance standards of the Customer Service Staff in the Specialty Customer Service Department. This includes both FTE and Contingent Labor. This position is responsible for aiding in the essential duties and responsibilities of the Enrollment Coordinator Team and assisting in the planning and development of new strategies and procedures within the Specialty Customer Service arena. Supervisor ensures the department meets all production and quality goals.
Monitors workflow and production measures throughout the day for timely and accurate dispensing of patient orders and work with the manager to resolve issues and problems according to set guidelines.
Furthermore, this position provides individual and department training, coaching, counseling, and motivation
Holds regular meetings to encourage suggestions for process improvements and to provide necessary information and training updates.
Works with management to motivate staff by providing an enjoyable working environment that encourages teamwork and internal and external customer service.
Consistently offers positive feedback to staff on an individual and department level.
Provides coaching to individuals to improve performance, encourage growth, and offer an opportunity for success on the job.
Counsels and administers disciplinary action in accordance with the department and Human Resource policies and procedures when necessary.
Completes annual written reviews on individuals and provide ongoing performance updates throughout the year.
Coordinates workflow and procedure changes and issues/problem resolutions as it relates to the department and the company.
Promotes cooperation with other associate's, managers and departments to achieve excellent internal and external customer service.
*Addresses questions and concerns from the associate's and assist with problem resolution.
*Meets regularly with management group to proactively improve processes and resolve potential problems.
*Handles escalated patient issues and provide resolution.
Day Shift: 9am-6pm or 10am-7pm
Required Qualifications6+ years of related work experience.
Minimum of 2 years Call Center Management experience.
Preferred QualificationsKnowledge of basic insurance and third party terms and medical terminology are preferred. Ability to learn and understand complex phone systems and the data reporting tools that accompany those systems. Interpersonal, organizational skills, and detail orientation, and ability to prioritize workload are essential to the position
EducationBA degree required, or equivalent years of experience. BA degree 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/