Customer Service Manager
CVS Pharmacy - Minneapolis, MN
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Job DescriptionThe Manager of Patient Services has ultimate oversight and accountability for monitoring and managing all aspects of the admissions process.The individual in this role is responsible for maintaining high levels of productivity, quality, and service, while meeting or exceeding regulatory requirements and company standards. This leader will set the direction and lead efforts to continuously improve the customer/patient experience.The Manager of patient services sets the culture and direction for the operational teams by clearly defining objectives and setting and refining process to ensure that the authorization team contributes to the short and long term goals of Coram. The Manager is responsible for managing and motivating teams while delivering high levels of service to our patients, clients, and business partners.Assists in the development and implementation of the policy and procedures for the admissions process. Oversees, provides, and participates in the training of current and new admissions staff in conjunction with the admissions trainers. Monitors and evaluates admissions-related performance improvement activities. Collaborates with management in the development and implementation of action plans related to performance improvement activities. Assistant management and Patient Financial Service Centers in resolving reimbursement related issues as needed. Interfaces with management and regional leadership in the identification and monitoring of new regulations and policies. Responsible for overall metrics owned and reviewed by leadership and identify ways to collaborate to bring action to new regulation, system enhancements, and policy needs. Optimizes resource allocation to achieve maximum productivity of workforce while meeting the evolving needs of the business. Monitors admission team performance through routine metrics and daily engagement with all disciplines and corresponding processes. Uses metrics to measure and drive success. Redirects team as necessary to achieve metric-based goals. Defines and communicates expectations for all leaders and corresponding teams. Holds colleagues and self-accountable to expectations. Performs other duties and responsibilities as assigned.Pay RangeThe typical pay range for this role is:Minimum: 60,300Maximum: 130,000Please 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 Qualifications5-7 years of prior relevant experience3+ years operational leadership experience managing multiple teams.3+ years Infusion Benefits and Authorization experience.Ability to work in teams and coordinate work efforts.Excellent communication, organizational, and interpersonal skills.Knowledge of copay arena and foundational support for patients.Specialty pharmacy or mail service pharmacy experience.Ability to work and present to all levels of leadership.Up to 50% travel if not based in Eden Prairie, MNPreferred QualificationsVast knowledge of healthcare plans, coverage, and authorization expectations for Specialtydrugs.Experience developing and maintaining policies and procedures.Experience or knowledge of billing and collections process for specialty drugs.EducationPost-secondary/high school educationBusiness OverviewBring 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. 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. 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: 2024-09-07