Supervisor Customer Service

Job DescriptionSupports the overall operational effectiveness of Medicare Retiree Solution Teams, so all members experience the same exceptional level of service. Fosters an inclusive environment to support member/provider satisfaction, retention, and growth.Responsible for escalated calls, ensuring satisfaction through prompt, accurate and careful handling. Coaches and mentors team members, assisting with complex questions and customer interactions. Performs call reviews and provides feedback based on the results of the reviews. Acts as liaison between staff and other areas, communicating workflow results, ideas, and solutions. Completes various business reports, including tracking, trending and results. Works with the Medicare leadership team to allocate resources to meet volume and performance standardsResponsible for fostering discussions surrounding problem identification and escalation for resolution Builds a cohesive team through collaboration, inclusion, and diverse thinkingInitiates and maintains partnerships with others throughout the organization.Pay RangeThe typical pay range for this role is:Minimum: 40,560Maximum: 81,100Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required QualificationsDemonstrated leadership abilitiesCurrent experience in MedicareExperience with outbound/inbound call center environmentCOVID RequirementsCVS Health requires its Colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, or religious belief that prevents them from being vaccinated.If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.Preferred Qualifications2 years leading inbound/outbound customer service team.Current experience in Medicare Group Retiree plan sponsor operationsEducationHigh School diploma, G.E.D. or equivalent experienceBusiness OverviewAt Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2024-10-19