This 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 opportunity for success on the job.
*Counsels and administers disciplinary action in accordance to 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
6+ years of related work experience.
Minimum of 2 years Supervisor or Call Center Management experience.
Proficiency in Excel Spreadsheets / Pivot Table knowledge
Knowledge 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
BA 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.
It's a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. 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. 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. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or email@example.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.
Apply on company website