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Customer Care Manager

at CVS Health

Posted: 4/9/2019
Job Reference #: 912199BR
Keywords: health

Job Description

Job Title :
Customer Care Manager
Job ID :
912199BR
Location :
MO - Lees Summit
Street Address :
800 NW Chipman Road Suite 5830
Category :
Management|Call Center|Account Management
Description :
Job Description
This position manages the PBM Operations function within the Call Center business environment. Responsible for ensuring quality and productions standards are achieved. Direct management of Operations Supervisors as well as indirect management of Customer Care Representatives. Responsible for carrying out management responsibilities including planning, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems. Monitors and coaches Supervisors in the areas of quality, productivity, employee relations, evaluation, pharmacy and call center operations, and overall work performance. Oversee’s hiring, coordination of training, coaching of employees, and monitors overall department performance as well as employee performance.

Required Qualifications
1. Excellent written and oral communications.
2. Working knowledge of PBM processes and procedures is preferred.
3. Exceptional leadership skills
4. Ability to translate business strategy in to directions, plans and measurable objectives.
5. Responsible for overall direction, coordination, evaluation and achievement of customer care teams and goals.
6. Conducts necessary follow-up with clients and plan participants to ensure customer satisfaction.
7. Confers with other personnel to recommend changes to avoid recurring customer complaints.
8. Responsible for operating budget of customer service department.

Preferred Qualifications
Prefer experience in the Health Care industry and/or has worked in a large call center environment.

Prefer minimum 5 years experience in supervisory/managerial position in a call center environment.

Education
HS Diploma or GED required.
Associates or Bachelors degree is preferred.

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units - MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, 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

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/

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!