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Job Details

CVS Health

Manager, Customer Care (Must live in San Antonio or Relocate) (2083632BR)





San Antonio, Texas, United States

Job Description
Must live local to San Antonio, TX or be willing to relocate (no relo package)

As a Customer Care Manager, you will provide leadership and guidance to the Customer Care operations in a manner that promotes reliable and cost-effective pharmacy utilization management services within applicable state, federal and accrediting standards. You will be responsible for helping to create, maintain, update, review, and analyze pharmacy operating metrics.

The Customer Care Manager will direct, coordinate, evaluate and achieve customer care teams and goals. You will be responsible for leading a team of supervisors with an average ratio of eight supervisors to one operations manager. The operations managers will indirectly lead Customer Care Representatives that report to Supervisors.

Other components of this role include being involved in the design, execution and management of new programs, processes, and initiatives. This includes problem solving and involvement in resolution of issues to ensure continuous improvement. You will also work with internal and external business leaders to achieve goals, bring about process improvements and support business growth and development initiatives.

Additional responsibilities:
• Provide the necessary technical expertise and act as a SME to support projects, address plan members and regulatory issues and initiatives pertinent to the prior authorization and/or appeals unit.
• Ensure processes, procedures, work instructions, job aids and training are in place and maintained.
• Work across boundaries with other lines of business.
• Ensure department leadership team and staff understand and execute all operational and business requirements.
• Follow and create all quality guidelines for functional team
• Implement performance metrics and work with leadership to determine best business outcomes

Required Qualifications
• 3+ years of Industry experience
• 4+ years experience in a leadership role
• Experience working with data analysis including Pharmacy systems and Microsoft Applications such as Excel, Power Point, and Word

COVID Requirements

COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Preferred Qualifications
• Operational knowledge in PBM, Customer Care, and
• Pharmacy Industry.
• Knowledge of Pharmacy Regulations.
• Knowledge of Specialty business and practice with proven ability to understand and translate strategy into operational decisions.
Operational Process Improvement Optimization
Six Sigma experience
• 5+ years of health care call center experience
• 5+ years’ experience leading teams of colleagues whose primary focus is data entry
• Leading teams of 150+
• Proven success using communication skills, verbal and written, to influence and drive desired behaviors.
• Demonstrated ability to create and manage functional specific metrics and implement any new metrics it to achieve the desired goals.
• Demonstrated ability to determine key business issues and develop appropriate action plans
• Ability to interact with all levels of employees and get results.
Ability to assess and implement training as needed for team members
• Proven to develop and grow a team

High School Diploma or equivalent. 4 year undergraduate degree preferred.

Business Overview
Bring your heart to CVS Health
Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.