Our Ability Jobs

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.

Position Summary

Responsible for the daily activities and supervision of a team of employees supporting business segment functions, including but not limited to: customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations.

Responsible for the quality, efficiency and effectiveness of own team, identifying and resolving routine problems. Sets priorities for and coaches employees to meet goals.

Additional responsibilities to include:

• Develops, motivates, evaluates and coaches staff on work procedures, 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.

• Establishes clear vision aligned with company values; motivates others to balance customer needs and business success.

• Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or service center.

• 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.

• Leverages the unit's resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions.

• 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 policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.

Required Qualifications - 3 - 5+ years’ experience in managing high volume transaction processing. -Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes. Proven strong leadership skills managing large high performance teams. Healthcare experience preferred.

• 1-2 years experience working in Customer service experience and in a Call Center or in a production environment.

  Preferred Qualifications

  1+ year experience working in Healthcare. Education Bachelor's degree in a closely-related field, or equivalent combination of education and experience.

Pay Range

The typical pay range for this role is:

$40,600.00 - $85,100.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 06/03/2024

We are an equal opportunity and affirmative action employer. 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.