Manages the customer service functions through planning, analysis and problem solving through the direct and indirect management of customer care supervisors and representatives.
Minimum 5+ years operational and analytical management experience in a high volume call center environment. Proven experience presenting company tours and business reviews for clients. Proven experience resolving escalated customer concerns including communication with executive level management.
Excellent Oral and Written Communications. Strong knowledge of PBM processes and procedures preferred. Exceptional leadership skills. Proven ability to translate business strategy into directions, plans and measurable objectives. Responsible for overall direction, coordination, evaluation and achievement of customer care teams and goals. Conducts necessary follow-up with clients and plan participants to ensure customer satisfaction. Confers with other personnel to recommend changes to avoid recurring customer complaints. Responsible for operating budget of customer service department.
BA/BS in a healthcare or business management related field plus with a minimum of 5+ years management experience in a customer service environment. OR/ HS Diploma/GED with a minimum of 10+ years prior customer service management and/or supervisor experience. Quality certifications desired and healthcare customer focused leadership experience preferred with a MA.
At CVS Health, 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 strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited 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.
Apply on company website