Supervisor, Member Engagement Service

CVS Health•Dallas, TX

About The Position

CVS Health is building a world of health around every individual, shaping a more connected, convenient, and compassionate health experience. This position, under the supervision of the Senior Manager, Operations, will manage an assigned team of Customer Service Coordinators. Key management activities include fostering collaborative relationships in a fast-paced environment, acting as a liaison between health plan members, employees, physician practices, and third parties, and achieving quality, customer service, and productivity performance targets. The manager is responsible for creating a positive, productive work environment, with team call monitoring and real-time feedback being crucial for success, along with tracking and reporting team progress towards KPIs. This role reports to the Senior Manager, Operations, Member Engagement.

Requirements

Requires a minimum of 2 years of managerial experience in a high-volume call center environment. (20+ Direct Report)
At least 5 years successful professional work experience, with solid time management skills.
Excellent written and verbal communication skills, as well as the ability to work collaboratively with other departments and functional areas.
Experience working in Excel, Word, and Power point required.
Strong analytical and critical thinking skills.
Self-directed and organized.
Discrete/able to maintain confidentiality.
Comfortable working with quantitative data.
Proven ability to prioritize and multi-task.
Team player with a process-improvement mindset.
Detail-oriented.
Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service to all customers.

Nice To Haves

Bachelor’s Degree Highly Preferred
Bilingual capabilities are a plus

Responsibilities

Understand all organization’s services, procedures, and guidelines, and communicate these to all team members.
Manage a team of Member Engagement Customer Service Coordinators.
Establish work procedures and processes that support the company and departmental standards, policies, and strategic directives.
Assist Member Engagement Leadership with the daily operation of the call center, including the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs.
Assign daily tasks and assignments to your Customer Service Coordinators, and ensure work is completed in a timely manner.
Partner with leadership to assist with staffing according to business needs.
Provide daily direction and performance feedback to Member Engagement Customer Service Coordinators so that health plan member and health plan affiliate calls are handled quickly, efficiently, and professionally.
Monitor inbound call volumes and ensure outbound call volume appropriate for the current staffing model and workload.
Perform real-time live call monitoring to ensure process and compliance adherence.
Ensure Member Engagement Customer Service Coordinators are following call scripts.
Assist in developing a strategy to improve performance, including scheduling, appointment completion, quality, and customer service metrics.
Routinely engage with your team to foster a positive work environment.
Present a positive and professional face to clients, health plan members, and clinicians.
Lead regularly scheduled staff meetings.
Manage internal team incentives to drive improvement; coordinate with Member Engagement department leadership.
Handle call escalations and “supervisor requests.”
Ensure daily that phone lines are operational and agents are logged into the appropriate queues throughout the day.
Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service levels.