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CVS Health Associate Manager, Complaint and Appeals in Harrisburg, Pennsylvania

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

The Associate Manager will assist in the hiring and managing of the Medicare Complaints Team staff. The Associate Manager must possess outstanding people skills, exercise good judgement, and contribute to a team environment. Ability to build positive relationships.

  • Responsible for supervision and evaluation of daily activities for all staff.

  • Accountable for meeting the financial, operational, and quality objectives of the unit. Monitor daily productivity of staff, time sheet accuracy and over time usage to ensure staff is productive at all times.

  • Build a strong cross-functional team through training, coaching, mentoring, and other developmental techniques. Identifies training and growth opportunity needs for current staff and facilitate as appropriate.

  • Monitors and assists with questions from staff on their workload and follow up to ensure our compliance turnaround times are met.

  • Manages team's productivity and resources, communicates productivity expectations, and balances workload to achieve customer satisfaction through prompt/accurate handling of customer grievances.

  • Performance manage staff as needed to hold individuals and team accountable for results; recognize and reward as appropriate.

  • This position requires the ability to be innovative and resolution oriented. Identify case trends and raise as needed.

  • Ability to work required rotational evening and weekend shifts.

  • Expected to resolve escalated and complex grievances as business need dictates.

    Required Qualifications

  • 1 to 3 years of Medicare experience

  • 1 to 3 years of leadership experience

    Preferred Qualifications

  • Prior experience working in a compliance driven environment with competing priorities

  • Team leadership and team building skills.

  • Analytical and planning skills.

  • Relationship and change management skills.

  • Organizational skills.

  • Time management skills.

  • Critical thinking skills.

  • Oral and written communication skills.

  • Experience with handling escalations and resolving problems/issues.

  • Ability to work in a fast-paced work environment.

  • High level of computer skills, including working knowledge of Windows based systems, Outlook and QuickBase.

  • Ability to identify root cause

  • Ability to manage projects effectively, assess return on value of proposed solutions and select option of greatest value.

  • Bachelors degree


  • Bachelors degree or equivalent combination of experience and education.

Pay Range

The typical pay range for this role is:

$43,700.00 - $102,000.00

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: 05/31/2024

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.