Acts as a coach to CCR staff as well as evaluate, interview, hire, and manage a staff of CCRs. Responsibilities include the monitoring of quality, coaching and problem solving. This individual will be responsible for assisting in the development of his/her team and their growth - ensuring that reps are highly compliant and accurate in each and every member interaction. The flexibility to adjust to various work schedules as dictated by department business needs is required. Must be flexible to work evenings and weekends
Candidates will have the following skills and/or attributes: •Excellent oral and written communication skills •Proficient with Microsoft Excel and Word •Strong coaching and facilitation skills •Strong leadership skills. •Solid ability to make both routine and difficult decisions in a fast-paced, high stress environment. •Strong ability to multi-task and meet deadlines. •Strong organizational skills. •Strong team player. •Flexible and Adaptable DESIRED: Knowledge of CMS/Centrevue Supervisor. Experience with call center systems (Behavioral Analytics, Avaya, RTA). Call Center experience. Ability to take over and handle Escalated Member calls to preserve member satisfaction
-5 years prior customer service experience. Minimum 1 year prior supervisory/coaching experience; defined as hiring, delivering corrective action, leading employees. Experience motivating teams in fast-paced environment. Experience with handling escalations and resolving problems/issues. Computer experience (windows based).
Associate or Bachelor's degree or relevant experience preferred
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.
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