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Job Details


CVS Health

Supervisor of Customer Service (2084109BR)

Pharmaceuticals

All

Yearly

No

Franklin, Tennessee, United States

Job Description
Responsible for the overall supervision of Customer Service employees.
Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
proper call handling and teamwork delivering excellent customer service.
Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs;
includes completion of monthly and annual scorecards.
Monitors all performance measures such as daily stats and schedule
adherence; allocates resources to meet volume and performance demands.
Develops and maintains strong collaborative relationships with constituents
and internal business partners to maintain excellent lines of communication
and share resources to meet common service center objectives.
Remove barriers to job performance and ensures regulatory compliance.
Attracts, selects, and retains high caliber, diverse talent able to successfully
achieve or exceed business goals. Builds a cohesive team that works well
together.
Acts as liaison between staff and other areas, including management, all
segments, provider teams, etc., communicating workflow results, ideas, and
solutions.
Proactively analyzes constituent data, identifies trends and issues.
Recognizes and acts on the needs to improve the development and delivery
of products and services. Clearly identifies what must be accomplished for
successful completion of business objectives.
Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

Required Qualifications
Experience with claim/call center environment.
1-2 years of leading a team of 10-12 people
2 years leading customer service team.
Medicaid or Medicare Experience

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
Excellent written and oral communications skills
Able to motivate and actively engage with a team in a remote work environment.

Education
High school diploma required.

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.