Supervisor of Referral Services

CVS Health•Chicago, IL

About The Position

Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically underserved communities. Its value-based care model focuses on patients’ health and comprehensive care. The TPS Team Supervisor helps manage patient care by supervising a regional team of TPS specialists and ensuring patients receive quality, efficient service. The role includes monitoring, motivating, recognizing, coaching, counseling, and training team members; resolving patient issues when possible; and communicating patient needs to clinic care teams. The supervisor also assists the manager with staffing, scheduling, and reward and recognition programs. This position reports to the Director, Service Delivery.

Requirements

Desire to lead a team.
Flexible and positive attitude.
Communication proficiency.
Organization skills.
Outstanding phone demeanor and etiquette.
High level of integrity.
Computer proficiency, including Google Docs and Sheets.
Problem-solving and analysis skills.
Proven success in a supervisory role.
Ability to multitask, prioritize, and manage time effectively.
Embody Oak Street Health’s values: creating an unmatched patient experience, driving clinical excellence, taking ownership and driving results, being scrappy, radiating positive energy, and assuming good intentions.

Responsibilities

Supervise a team of 15–18 and collaborate with the manager on performance management to deliver a positive patient experience and achieve contact center metrics.
Provide daily direction and communication so patient calls are handled promptly, efficiently, and knowledgeably.
Evaluate processes and procedures and recommend improvements to operations, efficiency, and service.
Provide performance feedback and regular coaching to team members.
Write and administer performance reviews to support skill improvement.
Ensure advocates have the training and resources needed to perform their roles.
Create and maintain a high-quality work environment that motivates team members.
Participate in special or ongoing projects that support area and process development.
Establish work procedures and processes that support company and departmental standards and strategic directives.
Use appropriate judgment when communicating department or agent concerns to leadership.
Lead special projects and collaborate with field partners.
Mentor and coach other service delivery supervisors.
Partner with colleagues to achieve and maintain target metrics and deliver a positive patient experience.
Coach and develop advocates, monitor calls, drive results, and support team member engagement.
Serve as a subject matter expert for other supervisors and help close skills gaps.
Liaise between the TPS team and the Quality Assurance/Issue Resolution team.
Identify process gaps proactively and recommend solutions.
Collaborate with colleagues and peers, and generate and implement ideas to improve OKRs and the patient experience.
Lead team recognition efforts and contribute to a positive culture.