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CVS Health Supervisor, Specialty Customer Service in Texas

Job Description

This position is responsible for supervising the operations and performance standards of the Customer Service Staff in the Specialty Customer Service Department. This includes both FTE and Contingent Labor. This position is responsible for aiding in the essential duties and responsibilities of the Enrollment Coordinator Team and assisting in the planning and development of new strategies and procedures within the Specialty Customer Service arena. Supervisor ensures the department meets all production and quality goals. Monitors workflow and production measures throughout the day for timely and accurate dispensing of patient orders and work with the manager to resolve issues and problems according to set guidelines. *Furthermore, this position provides individual and department training, coaching, counseling, and motivation *Holds regular meetings to encourage suggestions for process improvements and to provide necessary information and training updates. *Works with management to motivate staff by providing an enjoyable working environment that encourages teamwork and internal and external customer service. *Consistently offers positive feedback to staff on an individual and department level. *Provides coaching to individuals to improve performance, encourage growth, and offer opportunity for success on the job. *Counsels and administers disciplinary action in accordance to department and Human Resource policies and procedures when necessary.Completes annual written reviews on individuals and provide ongoing performance updates throughout the year. *Coordinates workflow and procedure changes and issues/problem resolutions as it relates to the department and the company. *Promotes cooperation with other associate's, managers and departments to achieve excellent internal and external customer service. *Addresses questions and concerns from the associate's and assist with problem resolution. *Meets regularly with management group to proactively improve processes and resolve potential problems. *Handles escalated patient issues and provide resolution. Day Shift: 9am-6pm or 10am-7pm"

Required Qualifications

6+ years of related work experience.Minimum of 2 years Supervisor or Call Center Management experience.Proficiency in Excel Spreadsheets / Pivot Table knowledge"

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

Knowledge of basic insurance and third party terms and medical terminology are preferred. Ability to learn and understand complex phone systems and the data reporting tools that accompany those systems. Interpersonal, organizational skills, and detail orientation, and ability to prioritize workload are essential to the position


BA degree required, or equivalent years of experience. BA degree preferably in Business, Health Care Administration or related field and/or equivalent management experience in a call center industry.

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.