Supervisor of Health Services

at  CVS Health

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

Responsible for the overall supervision of Inbound Queue Associates and Team Lead employees supporting Utilization Management & Precert/Predetermination. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers. Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling, and teamwork delivering excellent customer service. Is visible and available to staff to answer questions, monitor calls, and give ongoing feedback. Utilizes available incentive programs to reward, recognize and celebrate team and individual successes. Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards. Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands. Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives. Removes barriers to job performance and ensures regulatory compliance. Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together. Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions. Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives. Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. Requirement to take calls in production for 4 hours a month.

REQUIRED QUALIFICATIONS

• At least 2 years experience leading a Customer Service Team in a call center environment.
• Solid written and oral communications skills.
• Well organized, prioritizes tasks effectively.
• Problem solving skills.
• Willingness to work in a team environment.
• Open to consistent change.

PREFERRED QUALIFICATIONS

• Managed care experience in Customer Service Environment
• Familiar with basic medical terminology and concepts user in care management
• Ability to effectively participate in a multi-disciplinary team

EDUCATION

Associates degree or equivalent experience

Please refer the Job description for details