Coordinator – TempAlert Repairs & Maintenance

CVS Health

71d • $17 - $31

About The Position

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. The TempAlert Repairs & Maintenance (TARM) team is a multifunctional team that supports the break, fix and installation activities for the temperature monitoring equipment onsite at CVS/pharmacy, MinuteClinic, and Omnicare locations. This position primarily focuses on the resolution of inbound Service Channel tickets relevant to temperature monitoring devices. In this role, you will be expected to triage directly with onsite colleagues via outbound phone calls to provide remote troubleshooting steps as indicated by the established workflow. You will be supported by robust standard operating procedures and partnerships with client stakeholders within Pharmacy Operations as well as an external vendor. You will be expected to work in a fast-paced environment, deliver on performance metrics, independently manage time and competing priorities, and be an effective self-starter. You will be responsible for overseeing multiple asynchronous issues through from start to finish. Other responsibilities may include but are not limited to: training new team members and/or offering peer-to-peer coaching as applicable, servicing a shared team email inbox with excellent written communication skills, and cross-training in other similar temperature monitoring spaces as needed. As a key contributor you must value patient safety, collaborate effectively, navigate a complex work environment, thrive in a fast-paced call-center type environment, and independently problem-solve with critical thinking skills and professional maturity. Hours of operation are Monday-Friday from 9am to 5:30pm EST.

Requirements

• 1+ years of experience working with sensitive information and/or HIPAA, or experience working in a Call Center environment where a high degree of accuracy and attention to detail are required
• 1+ years of relevant work experience working with networking, computer peripherals, or other remote help desk IT support using ticketing applications
• Ability to work with a high volume of work, production-oriented, time-sensitive call center environment
• Strong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines
• Proven ability to function well in a professional team environment
• Proficient in data entry, Microsoft Word and Excel, Microsoft Outlook and the ability to master other related department applications
• Ability to handle inquiries, and exercise good judgment and apply critical thinking skills to solve problems
• Time management skills and ability to strategize through competing priorities
• Demonstrated track record of high performance
• Must be able to work on a computer, sitting for extended periods of time, typically 8 hours per day with or without a reasonable accommodation
• Must be able to verbally communicate effectively with targeted client
• Must be able to communicate effectively in writing
• Must be able to use a headset to keep conversations confidential as you are connecting with your targeted client group
• Perform shifts as variable, based on the needs of the business
• Must be able to navigate a complex computer system, leveraging multiple applications, to determine who to connect with and evaluate troubleshooting needs
• Must be able to interpret technical dashboards to perform root cause analysis

Nice To Haves

• Strong customer service skills, including courteous telephone etiquette and professionalism
• Strong oral, interpersonal and communication skills
• Ability to problem solve in a positive, productive manner
• Bachelor’s degree

Responsibilities

• Provide advanced remote troubleshooting for malfunctioning TempAlert equipment and install replacement equipment via phone call
• Support email inbox inquiries to the team, working directly with field leaders, pharmacy teams, and other stakeholders to resolve issues with equipment via email
• Assist with writing and updating training documentation and team knowledge resources
• Train new team members and/or offer peer-to-peer coaching as applicable
• Service a shared team email inbox with excellent written communication skills
• Cross-train in other similar temperature monitoring spaces as needed

Benefits

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED