Customer Service Supervisor (Meritain Health)

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At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

As a Customer Service Supervisor at Meritain Health, you will be responsible for leading and motivating a team to deliver excellent customer service, ensuring client satisfaction, and driving team efficiency through coaching, training, and performance management, while also collaborating with internal and external stakeholders.

Position Summary

• Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling, and teamwork to deliver excellent customer service.
• Maintains a visible presence and is 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 training needs; includes completion of monthly and annual scorecards.
• Monitors all performance metrics 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.
• Remove 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, 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 (Human Resources) policies and practices, i.e., FML ( Family Medical Leave )/EML ( Extended Medical Leave ), Attendance, Code of Conduct, Disciplinary Guidelines, etc.
• All other duties as deemed necessary to the job function.

Required Qualifications

• 2+ years of experience leading a claim and/or customer service team in a production-based environment.
• Proficiency with desktop software applications such as Outlook, Word, and Excel.
• Ability to work five 8-hour shifts from Monday-Friday between 7:55am-9:00pm EST.

Preferred Qualifications

• Well-organized and able to effectively prioritize daily workload.
• Experience in healthcare industry.
• Experience with self-funded or fully insured health care, sales, account management, or TPA ( Third-Party Administrator ) experience.

Education

Associate's Degree or equivalent experience (High school diploma or GED + 2 years of relevant experience).

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $102,081.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan .

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit

We anticipate the application window for this opening will close on: 06/13

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.