Sr. Mgr, Clinician Support at CVS Health

Dallas, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

5+ years professional experience with 3+ years of support management experience, preferably within a Healthcare Organization or Operations function
Proven experience managing WFM processes (forecasting, scheduling, real-time adherence)
Leadership experience managing teams in a performance-driven environment, with a focus on coaching and mentoring
Strong understanding of support principles and practices
Advanced skills in MS Office or Google Suite; specifically MS Excel/Google Sheets for data analysis
Familiarity with contact center technologies (e.g., Salesforce, Five9)

Responsibilities

Lead, mentor, and provide guidance and support to ensure the highest levels of clinician support and satisfaction
Oversee high-volume daily support operations, ensuring timely and effective resolution of general inquiries
Foster a collaborative and inclusive work environment where the team can thrive
Develop and implement Workforce Management strategies for scheduling, forecasting, and real-time monitoring
Analyze contact center metrics (e.g., AHT, abandonment rate) to implement best practices and standardized procedures to enhance operational quality
Manage staff capacity, adherence, and scheduling to ensure the team consistently meets KPIs
Work closely with cross-functional leadership teams and advocate for product enhancements that will enhance the clinician experience
Prepare and present performance reports (including WFM metrics) to leadership and suggest actionable recommendations for improvement
Serve as a clinician advocate

Skills

Key technologies and capabilities for this role

Workforce ManagementTeam LeadershipSupport OperationsSchedulingPerformance MetricsService Level AgreementsClinician SupportOperations ManagementMentoringQuality Assurance

Questions & Answers

Common questions about this position

What experience is required for the Sr. Mgr, Clinician Support role?

Candidates need 5+ years of professional experience, including 3+ years of support management experience preferably in healthcare or operations, proven experience managing WFM processes like forecasting and scheduling, and leadership experience in performance-driven environments with coaching and mentoring.

What is the salary for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the company culture like at CVS Health and Signify Health?

The culture emphasizes building a collaborative and inclusive work environment where teams can thrive, with dedicated colleagues passionate about transforming health care in a connected, convenient, and compassionate way.

What makes a strong candidate for this Support Manager role?

A strong candidate will have support management experience in healthcare, proven WFM expertise in forecasting and scheduling, and leadership skills focused on coaching teams to meet KPIs in a high-volume operations setting.

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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