[Hiring] Customer Service Supervisor @CVS Health

Role Description

Customer Service is the important first-line of contact with customers, setting the tone for how members, doctors and plan sponsor groups view our company. It provides members with the right information at the right time to help them make better decisions about their health and health care.

• Responsible for the overall supervision of Customer Service employees.
• Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Is visible and available to staff to answer questions, monitor calls and give ongoing feedback.
• Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
• Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
• Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
• Removes barriers to job performance and ensures regulatory compliance.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals.
• Builds a cohesive team that works well together.
• Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
• Proactively analyzes constituent data, identifies trends and issues.
• Recognizes and acts on the needs to improve the development and delivery of products and services.
• Clearly identifies what must be accomplished for successful completion of business objectives.
• Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.

Qualifications

• Supervisor experience preferred.
• Call center experience preferred.

Requirements

• High school diploma or equivalent.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs.
• Other resources, based on eligibility.