Job Information
CVS Health Senior Manager, Customer Care in Wilkes Barre, Pennsylvania
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
As a Senior Manager, Call Center, you will be responsible for cross functional partnership to identify and research opportunities while driving solutions spanning people, processes, and technology. These initiatives will ensure continuous process improvement and delivery of objectives to maintain superior, consistent service as defined by member experience, fulfillment of business obligations, and regulatory requirement compliance. To be successful you will need to think strategically with a member experience and colleague focus while holding business partners accountable for improvement outcomes.
Responsibilities
Work independently and collaboratively to deliver business and process initiatives, identify opportunities while implementing cross departmental solutions and measures
Leadership and implementation of corporate initiatives including colleague engagement, community relations, performance and quality metrics for optimal business outcomes
Respond and lead compliance and regulatory procedures for operations such as investigation, inquiry and requests from federal, state and local organizations.
Identify, assess and create professional practice education opportunities including leadership of Pharmacy Technician certification and other internal training programs for cross-functional workstreams.
The Senior Manager will need to possess the following skills:
-Organize, prioritize, and manage multiple tasks on a regular basis with high level of detail
-Excellent Oral and Written communication skills and interpersonal skills
-Customer Service internally and externally
-Adaption to Change Management
-Self-motivated with a strong attention to detail
-Ability to work in a high production, time sensitive environment
-Able to prioritize and manage multiple tasks
-Demonstrates resourcefulness in problem-solving
-Displays confidence in the ability to learn complex material
-Computer Knowledge including Microsoft office products, Windows based operations, data entry and clinical systems
Required Qualifications
7+ years of experience in call center environment including leadership
Preferred Qualifications
PBM Industry experience
Education
H.S. or Equivalent Work Experience
Bachelor’s Degree Preferred
Pay Range
The typical pay range for this role is:
$75,400.00 - $166,000.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
We anticipate the application window for this opening will close on: 07/31/2024
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.