Supervisor, Member Engagement Service

CVS Health•Dallas, TX

4d•$43,888 - $85,068•Onsite

About The Position

The Supervisor, Member Engagement Customer Service Coordination manages the daily operations of the Care Coordination team, acting as a critical leader in pioneering new product integrations, workflows, and strategic projects. This role fosters robust cross-functional collaborations to enhance care pathways for a diverse membership base, ensuring high-quality service delivery between the Member Engagement team, health plans, and physician practices. The ideal candidate combines operational excellence with strategic thinking to drive results in a fast-paced environment while leading a team of coordinators toward departmental success.

Requirements

Bachelor's degree preferred, or equivalent experience.
3–5+ years in a high-volume call center/production environment.
2 years minimum supervisory experience required.
Expertise in G-Suite, Salesforce reporting, WFM systems and Five9.
Proven ability to interpret data and implement data-driven solutions.
Strong critical thinking, multitasking, and interpersonal communication.

Responsibilities

Spearhead the year-over-year expansion of the Care Coordination team to meet evolving client demands and achieve organizational goals.
Pioneer product integrations and lead the implementation of pilot programs to scale business into new areas while maintaining project integrity.
Act as a key stakeholder for departmental initiatives, weighing pros and cons of proposed changes and assisting in crucial decision-making prior to full-scale rollouts.
Orchestrate complex cross-functional workflows between Signify Health, CVS, and Oak Street Health to enrich care pathway diversity and improve member outcomes.
Implement data-driven workforce models to optimize call center operations, ensuring consistent achievement of Service Level Agreements (SLAs) across various time zones.
Proactively identify potential risks and develop innovative strategies to solve complex problems, translating challenges into strategic opportunities.
Document project scope, forecast SMART metrics (Specific, Measurable, Achievable, Relevant, Time-bound), and present periodic updates to senior leadership.
Conduct quality audits for coordinators, monitor departmental KPIs, and ensure strict adherence to security and privacy standards for protected health information.
Manage common recruiting practices, including screening, interviewing, and hiring new coordinators.
Develop and implement comprehensive leadership coaching programs focused on performance enhancement and fostering a high-performing team culture.
Create and implement training materials for new hires and conduct periodic upskilling or retraining sessions for the coordination team.
Develop team engagement activities and monthly incentives to motivate and coach team members toward departmental goals.
Oversee team efforts to assist health plan members with PCP connections, mammogram and vaccination scheduling, and enrollment in mail-order prescription programs.
Leverage multiple internal and external systems—including Salesforce, EMRs, and auto-dialing technology—to monitor workloads and productivity.
Assist in drafting regulated, client-approved scripts and ensure the team utilizes them effectively for consistent member interaction.
Support business needs by handling escalations and conducting manual or telephony-driven calls (potentially managing 300+ daily for the team) as required.