Assoc Mgr, Clinician Support at CVS Health

Dallas, Texas, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

4+ years professional experience with 2+ years of supervisory or team lead experience in a call center, help desk, or operations environment
Demonstrated experience with Workforce Management (WFM) practices and real-time adherence monitoring
Excellent ability to coach and motivate a team in a fast-paced, performance-driven environment
Strong organizational and problem-solving skills with a focus on attention to detail
Proficiency with contact center technology and CRM tools (e.g., Salesforce, Five9)
Solid skills in MS Office or Google Suite

Responsibilities

Supervise the daily workflow of Tier 1 Support Specialists, ensuring prompt and accurate resolution of general clinician inquiries
Conduct regular coaching and mentoring sessions with team members to improve performance and quality metrics
Handle and resolve escalated Tier 1 issues and complex general inquiries as needed
Execute the daily, weekly, and monthly scheduling and shift adherence plans developed by the Sr. Mgr, Clinician Support, Tier 1 leader
Monitor real-time contact center performance (e.g., call volume, queue times, colleague adherence) and make immediate, tactical adjustments to staffing based on WFM data
Assist in the preparation of WFM performance reports, providing accurate data on adherence, utilization, and service level achievement
Serve as the main point of contact for processes on the floor
Provide constructive feedback to support coordinators
Identify trends in support issues and communicate observations to the Sr. Mgr to drive process improvement and training needs
Collaborate with the Training and Quality Assurance teams to ensure consistent application of support standards

Skills

Key technologies and capabilities for this role

Team LeadershipWorkforce ManagementSchedulingContact Center OperationsQuality AssuranceCoachingPerformance MetricsReal-time MonitoringProcess ImprovementTraining Collaboration

Questions & Answers

Common questions about this position

What is the pay range for the Associate Manager, Clinician Support role?

The typical pay range for this role is $46,988.00 - $102,000.00, representing the base hourly rate or base annual full-time salary. The actual base salary offer will depend on a variety of factors.

Is this a remote or on-site position?

This information is not specified in the job description.

What are the key qualifications and skills required for this role?

Candidates need 4+ years of professional experience with 2+ years in supervisory or team lead roles in call centers, help desks, or operations. Required skills include experience with Workforce Management (WFM) and real-time adherence monitoring, coaching and motivating teams, strong organizational and problem-solving skills, and proficiency with contact center technology, CRM tools like Salesforce and Five9, and MS Office or Google Suite.

What is the work environment like at CVS Health for this role?

The role involves supervising a front-line Tier 1 Support team in a fast-paced, performance-driven contact center environment, focusing on daily operations, workforce management, quality assurance, and collaboration.

What makes a strong candidate for the Associate Manager, Clinician Support position?

Strong candidates will have 4+ years of professional experience including 2+ years in supervisory roles in call centers or operations, proven WFM expertise, coaching skills in fast-paced settings, and proficiency in contact center tools like Salesforce and Five9.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

Land your dream remote job 3x faster with AI

Try Jobo Free