DPS Support Coordinator

CVS Health•Dallas, TX

10d•$19 - $35

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 Diagnostic and Preventive Services (DPS) Provider Support team is responsible for enabling the successful execution of diagnostic tests completed as part of Signify’s In Home Health Evaluation business. The Support Coordinator function consumes, classifies, determines prioritization, and resolves a myriad set of issues ranging from real-time technical, training, and supply procurement issues with clinicians. A DPS Coordinator will discern and select for leverage, a variety of reporting and tools to troubleshoot and resolve product support issues.They will primarily manage incoming and outgoing calls related to diagnostic products, providing support to clinicians, and ensuring seamless communication. This role will meet our providers virtually in the field in their times of need, and be responsible for ensuring they can focus on providing optimal care for the health plan members they serve. This role will report directly to the Sr. Mgr, Clinician Support.

Requirements

High School Diploma or equivalent
2 to 5 years of experience in a call center environment handling complex calls including resolutions, disputes and payment research
Ability to work any shift during our call center operation hours including early, late, holiday and weekend shifts
Fluently speak, read, and write English
Good verbal and written communication skills
Proven ability to prioritize and multitask
Basic skills in MS Office
Accurate data entry skills

Responsibilities

Responsible for answering a high volume of inbound calls directly supporting our field-based providers seeking quick and efficient resolutions
Respond to complex escalations regarding pay and other provider questions
Responsible for answering calls in a timely manner and reducing the amount of missed calls resulting in voicemails
Maintain a first-time-final mindset and minimizing call back for the same issues
Collaborate internally with multiple stakeholders, including payroll and finance teams, to address and resolve issues
Create and respond to tickets while ensuring tickets meet all SLA’s (service level agreements)
Responsible for creating a positive experience for providers and members via telephonic and email communication methods

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an 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.

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