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CVS Health SupervisorCustomer Care in Las Vegas, Nevada

Job Description

CVS Health is building our Inbound Customer Service team to support our benefit members as they make important health decisions. We are hiring a Supervisor for our Inbound Call Center where you will be the first line of communication for our members. As a Customer Service Supervisor, your primary responsibility is to supervise and provide direction to full time and contingent call center representatives and ensure that patient requests are met, and prescription orders are processed accurately and efficiently. In this role, you will also be responsible for directing daily workflow to ensure that all production and quality goals are met, as well as assisting in the planning and development of new strategies and procedures within the Specialty Customer Service arena. This includes tracking and reporting progress of projects and analyzing call/performance statistics. Also, this position is responsible for Talent Management (mentoring, motivating & counseling staff including administrating disciplinary action when necessary) as well as Talent Acquisition (interview and hiring of staff). This position interacts with various levels of personnel and requires a high ability to build and maintain relationships with customers at all levels, both internal and external. Strong written and verbal communication skills are critical in this role. Customer Service Supervisors analyze and interpret various financial and production reports such as productivity, work volume, and call volume statistics, etc. to make determinations of impact and risk to service levels and provide solutions for positive outcomes

Required Qualifications

At least one year of Supervisory or leadership experience in a customer service, call center, production or related environment At least one year of experience with Microsoft applications including Word and Excel

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.

  • If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

  • If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications

Previous Leadership experience in a pharmacy customer service environment Ability to effectively lead people and provide team leadership Knowledge of basic insurance, third party terms, and medical terminology Specialty Pharmacy experience a plus Possess the ability to lead multiple projects at a time Demonstrate knowledge of healthcare, admissions, and information systems Strong problem solving, leadership and customer service skills Experience working with strict deadlines and ability to meet deadlines on a daily basis while managing multiple projects and priorities Expertise in a high intensity, dynamic production environment Ability to evaluate work and process flow to ensure optimal efficiency while maintaining extreme accuracy and data standards Ability to work in teams and coordinate work efforts

Education

High school Diploma or GED required. Associate or Bachelor's degree or relevant work experience preferred.

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited 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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