CVS Health

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Call Center Customer Service Supervisor

at CVS Health

Posted: 4/12/2019
Job Status: On Call
Job Reference #: 962805BR
Categories: Customer Service

Job Description

Job Title :
Call Center Customer Service Supervisor
Job ID :
962805BR
Location :
MO - Lees Summit
Street Address :
800 NW Chipman Road Suite 5830
Category :
Management|Call Center|Customer Service|Account Management
Description :
Job Description
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

Required Qualifications
At least one year of experience with Microsoft applications including Word and Excel

Preferred Qualifications
Previous 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

Education
High school Diploma or GED required. Associate or Bachelor's degree or relevant work experience preferred.

Business Overview
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 cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!