Are 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 high 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 Qualifications :
At least one year of Supervisory or leadership experience in a customer service, call center, production or related environment
Minimum 1 year prior supervisory/managerial experience, defined as hiring , delivering corrective action, and leading employees.
At least one year of experience with Microsoft applications including Word and Excel
3-5 Years Customer Service experience
Minimum 1 year prior 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 ability 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
High school Diploma or GED required. Associate or Bachelor's degree or relevant work experience preferred.
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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