Supervisor, Customer Service at CVS Health

Franklin, Tennessee, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, RetailIndustries

Requirements

3-5 years work experience
Post secondary / high school education or specialized training (e.g., technical/vocational programs)
Medicare Supplement and Accident Health Product experience (preferred)
Prior Leadership experience (preferred)
Auditing experience desirable
Working knowledge of collaboration and teamwork
Working knowledge of execution and delivery (planning, delivering, and supporting) skills
Working knowledge of business intelligence
Working knowledge of problem solving and decision making skills
Adept at growth mindset (agility and developing yourself and others) skills

Responsibilities

Advises team members on performance goals to ensure that individual and team targets are being met or exceeded
Develop New Business audit function
Analyzes application entries, customer feedback, and service levels to identify customer service and compliance areas that may need improvement
Assists managers with the hiring, training, and coaching of the New Business teams to improve departmental capabilities
Coaches less experienced staff on New Business service procedures to enable the delivery of high-quality services
Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys
Educates cross-functional teams on how to integrate technology innovations to enhance New Business processes
Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes
Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by monitoring New Business quality and performance metrics
Recommends action plans as a result of findings, resolves escalated issues, and collaborates with other departments to enhance the overall New Business experience

Skills

Customer Service

Leadership

Performance Metrics

Quality Assurance

Auditing

Training

Coaching

Process Improvement

Data Analysis

Customer Feedback

Compliance

Dashboards

Problem Solving

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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