Customer Service Team Lead

Kentucky, United States

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$38,480 – $66,002Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Health Services, Retail PharmacyIndustries

Requirements

Candidates must possess a high school diploma or equivalent and have over 5 years of work experience, demonstrating strong problem-solving and decision-making skills. Preference will be given to candidates residing in the Eastern time zone.

Responsibilities

The Customer Service Team Lead will manage customer service plans, policies, and procedures to meet member experience metrics, overseeing the operational efficiency of customer service teams. This role involves driving member satisfaction and retention, handling escalated calls, performing quality audits with feedback, and completing performance reports to assist management with resource allocation.

Skills

Problem Solving

Decision Making

Customer Service Management

Operational Efficiency

Member Satisfaction

Quality Audits

Performance Tracking

Resource Allocation

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.

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