Team Lead, Inbound Patient Account Services - Monroeville, PA (Hybrid)

CVS Health•Monroeville, PA

5d•Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Inbound Patient Account Services Team Lead advocates for the patient and portrays “Putting People First” by taking a hands-on approach to help people on their path to better health. In this role, the Team Lead will support various operational processes including but not limited to: training initiatives, providing a high level of customer service, resolving patient billing questions, and analyzing/reporting potential department performance trends to Leadership for review.

Requirements

18+ months of experience in a Specialty Pharmacy, Customer Service, Revenue Cycle or similar role.
Effective written and verbal customer service skills.
Exceptional Time Management skills, ability to multi-task and meet deadlines.
Excellent communication, organizational, problem solving and interpersonal skills.
Ability to work independently and on a team.
Ability to offer emotional support and empathy.
Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel.
Flexibility with work schedule to meet business needs, 8-hour work shifts from 8:00am – 8:00pm EST (Monday – Friday).
Must reside within a one-hour commute of the Monroeville, PA office.

Nice To Haves

Ability to work in team and coordinate work efforts.
Experience with call center reporting and performance metrics.
Customer service in a healthcare environment.
Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail in a fast paced environment.

Responsibilities

Foster a collaborative environment by acting as key subject matter expert on complex inquiry resolution.
Partner with leadership and other business teams to develop new and keep current training material relevant to current business processes and standard operating procedures (SOPs).
Facilitate/Conduct new hire and on-going training initiatives.
Analyze & Report on department performance trends and coaching opportunities.
Manage daily call-center focused metrics including but not limited to: Adherence, Handle Time, Quality, and Call Queue Monitoring.
Provide call quality feedback to support skill development, improve call quality and reinforce best practices.
Provide added business support based on phone call & escalation volumes.
Foster collaboration across other business units with Specialty Revenue Cycle and Operations.