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Job Information

CVS Health Call Center Team Lead, Pharmacy Care in Cumberland, Rhode Island

Job Description

As the Call Center Team Lead, you will serve as the primary contact for questions from team members, other business units, and internal and external customers. You will assist the supervisor in daily activities to ensure exceptional customer service is maintained. You must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment. You will require strong leadership experience with high caliber organizational skills, as well as highly effective written and oral communication skills that are representative of CVS Health.Responsibilities will consist of the following but are not limited to:• Assist the leadership team with monitoring, reporting and analyzing real time adherence and call center metrics to improve the customer experience• Responsible for responding to supervisor escalations from internal contacts and field leadership• Assist with coaching, developing and motivating team members. Facilitate team meeting and training sessions.• Responsible for completing QA call monitors to ensure OV/PCT quality standards are upheld and enforced according to HIPAA compliance and company guidelines.• Serve as a resource for team members who need guidance or support interpreting department/company policies & proceduresWork Shift: Tuesday-Saturday, 10:00AM to 6:30 PM (EST)

Pay Range

The typical pay range for this role is:

Minimum: 18.50

Maximum: 34.60

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications

-1+ years of experience in retail healthcare -1+ year of CVS call center policies and procedures experience

Preferred Qualifications

  • Experience with CVS OV/PCT (outside vendor/patient care team) -Highly computer literate and proficient in Microsoft Office, including Word, Excel, Access and PowerPoint.-1+ years of mentoring/leadership experience-1+ years of experience in retail healthcare or preferably in a high volume call centerStrong comprehension, critical thinking, and problem solving skills-Strong oral and written skills with emphasis on grammar, editing and proofreading skills-Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up -Must have a good sense of urgency, dedicated to meeting the expectations and requirement of both internal and external customers under tight timeframes-Self-starter with strong initiative, energy and accountability with the ability to work both autonomously and in a team environment


High School Diploma, GED, or equivalent experience is 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. 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.

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