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Job Title :
Supervisor - Clinical Services
Job ID :
Location :
PA - Monroeville
Street Address :
105 Mall Blvd
Category :
Call Center|Customer Service|Management
Description :
Job Description
This position is responsible for front line staff management in the Medication Therapy Counseling (MTC) operations team, leading edge clinical program for CVS Caremark. The Clinical Services Supervisor will provide direct supervision and assistance to pharmacists and coordinators to maximize program results and member experience. Responsibilities include collaboration to develop/enhance various program elements, conduct quality call monitoring and review, provide feedback and mentoring to actively develop the skills and competencies of direct reports, and execute performance evaluation and coaching. Individuals in this position will utilize strong communication skills including partnering with other units to resolve issues with systems and processes. He/she will handle escalated calls and issues (with internal and external business partners) to effectively and satisfactorily resolve participant/member/client concerns. The Supervisor will be expected to drive a culture of clinical professionalism, motivate teams, facilitate change management, leverage various tools to drive efficiency and adjust to and complete, other duties as assigned.

Required Qualifications
6+ months of experience leading, coaching, or supervising, preferably in a call center environment

Preferred Qualifications
Excellent written and verbal communication skills
Strong coaching, feedback, facilitation and mentoring skills
Computer literacy required in Microsoft Office (Outlook, Excel, PowerPoint)
Ability to make routine and difficult decisions in a fast-paced, high-volume environment
Must possess strong collaboration skills, both to internal and external customers and business partners
Familiarity of CVS|Caremark / PBM processes and procedures and mail order functions
Exposure to CVS Caremark QL/PeopleSafe applications preferred
Previous call center and/or customer service and Call Monitoring Systems experience desired
Prior experience developing direct reports
Ability to manage self and others through change Prior experience resolving escalated and/or complex issues

College degree required 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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