Supervisor, Customer Service - Louisiana Medicaid

CVS Health • Kenner, LA

31d

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. Position Summary The Customer Service Supervisor will provide leadership and guidance to Customer Care Staff as well as evaluate, interview, hire, and manage the team. Primary responsibilities include Coaching and Developing the team. This individual will be responsible for assisting in the development of the team and department as the business evolves and must have the ability to work independently and as part of a team.

Requirements

• Customer Service experience in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
• Experience in a production environment.
• 2+ years work experience in a similar position.
• Strong people skills.

Nice To Haves

• Ability to multi-task to accomplish workload efficiently.
• Understanding of medical terminology.
• Strong Oral and written communication skills.
• Ability to maintain accuracy and production standards.
• Problem solving skills.
• Attention to detail and accuracy.
• Analytical skills.
• Outstanding organizational skills.

Responsibilities

• Day to Day Operations: Daily tasks such as monitoring team attendance, reviewing and pulling team statistics. This also includes hiring and managing performance of new hires as well as the current team. Other examples include compiling monthly, semi-annual, and yearly performance reviews for employees to discuss performance and manage to those performance outliers. Providing consistent feedback through delivery of positive feedback using the employee recognition portal as well as addressing performance concerns via corrective action.
• Coaching and Development of Team: Providing feedback to the team in an effort to foster growth and development. This goal is achieved by call reviews to ensure quality assurance, side by side coaching, coaching sessions, 1 on 1 meetings, shadowing opportunities, stretch roles, and other opportunities as available by location. Supervisor will work with team individuals to identify strengths and opportunities and work through those using SMART Goals and Action plans in an effort to identify opportunities available for representatives and help them achieve their goals. Thoughts surrounding succession planning for the team and representative should be on the forefront.
• Cross Team Collaboration: Working with other teams such as Resource Planning, Leave of Absence, and Time and Attendance amongst others to ensure outcomes of required reporting and goals are being completed in a timely fashion.
• Assume Additional Responsibilities: Working on special projects as assigned by leaders such as interim or stretch roles for personal growth opportunities, collaboration and support during Welcome Season, and providing support to other departments as needed.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees