Our Ability Jobs

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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 Manager, Service Operations will be supporting Behavioral Health Member Services. The manager will support a team of Supervisors within the contact center, 1 audit lead, and 1 care associate. The contact center consists of call and email/chat operations.

Manager will execute strategic and operational plans in support of business segment objectives and initiatives. Plans, directs, and implements procedures that will assure a high level of customer satisfaction.

The Manager is responsible for the quality and effectiveness of the team which includes identifying and resolving technical, operational, and team problems. Works with team and partners to develop, train, and coach staff to provide cost-effective claim processing services while ensuring quality standards are met. Attracts, selects, and retains high caliber, diverse talent who will successfully achieve or exceed current and future business goals. Assesses individual and team performance on a regular basis and provides timely feedback. Builds an environment where teams and individuals trust each other and work together to meet goals. Effectively applies Aetna HR policies and practices. Effectively manages cross-functional projects that support the business strategy. Collaborates and partners with other managers and departments to ensure all workflow processes and interdependencies are identified and addressed on an ongoing basis.

We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week.

Required Qualifications

1 plus years of proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.

Experience in managing inventory, project delivery and analysis.

Proven strong leadership skills managing high performance teams.

Proven track record in time management and meeting project milestones.

Excellent verbal and written communications skills.

Strong analytical and organizational skills and attention to detail.

3-5 years of experience related to standards, measurements, technology, systems, and processes, including project consultation.

• Must have experience in a call center environment

Education

Bachelor's degree

Pay Range

The typical pay range for this role is:

$60,300.00 - $132,600.00

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 Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 10/27/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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.