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Job Title :
Resident Care Center Manager
Job ID :
Location :
OH - Cincinnati
Street Address :
900 Omnicare Center
Category :
Customer Service|Management|Omnicare
Description :
Job Description
Omnicare,Inc. is a wholly owned subsidiary of CVS Health Corporation.

What We Do

Directly and through our subsidiaries, Omnicare provides a broad array of pharmacy-related services to long term care facilities and to other customers in the health care environment. While senior care has long been an Omnicare specialty, we also serve other targeted populations.

This position is part of a unique, high performing internal team that serves as a strategic business partner across various departments under the Senior Living vertical. Key responsibilities include hiring, managing, mentoring, and development of assigned Resident Care Leads and Specialists. This position will be responsible for department strategy development, goal setting, driving metrics, development of standard operating procedures, and ensuring the team delivers best in class service while executing the Resident Care Center business plan. The position will also need to prepare various ad hoc reports as requested by department leadership. The ideal candidate will have strong business acumen, be inquisitive,self-sufficient, able to meet short deadlines, and comfortable in a fast paced environment.

Primary Responsibilities:

- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently enhance the customer and client experience.

- Responsible for development and administration of annual department budget to attain business goals with operational stability.

- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and talent development.

- Develop, implement and maintain effective internal and external Quality Assurance programs fostering continuous improvement and exceeding Service Level Agreement commitments.

- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to a client services center.

- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.

- Manage and expand client and coworker relationships and ensure compliance with regulatory guidelines and standards.

This position will be located at our Omnicare Headquarters in Cincinnati Ohio.

Required Qualifications
- At least 1 year of management experience in a customer service or call center environment.

- Ability to travel up to 25% of the time.

Preferred Qualifications
- Extensive management / leadership experience.

- Experience leading a large and decentralized team.

- High level of business acumen and experience working with cross departmental leadership.

- Familiarity with Medicare, Medicaid, and Thirty Party Insurance requirements.

- Familiarity with long term care service fulfillment and Senior Living customer operations.

- Ability to respond to common inquiries or complaints from customers.

- Ability to define problems, collect data, establish facts, and draw valid conclusions.

- Expertise in development and implementation of strategies.

- Excellent time management, social and written / verbal communication skills.

- Able to communicate effectively at all levels of the enterprise.

- Must possess the ability to maintain confidentiality.

- Strong Knowledge of Microsoft Products: Outlook, Word, Excel, PowerPoint

- Bachelor’s Degree or equivalent work experience.

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:

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CVS Health core values of Innovation, Collaboration, Caring, Integrity, and Accountability not only support our purpose of helping people on their path to better health for our customers and patients, but they also apply to how we support our more than 250,000 colleagues. You will find our culture at CVS Health, and our leaders encourage personal and professional growth.

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