Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

CVS Health has an exciting opportunity for a Supervisor to join our virtual Clinical Call Center team. As a Call Center Supervisor on this remote team, you will provide daily leadership, management, and guidance to the licensed clinical staff of individuals managing various disease states, such as Diabetes, Obesity, Respiratory Illnesses, Chronic Kidney Disease, and more. Responsible for ensuring exceptional service to our customers and providing feedback to team members. Using various software applications, you will engage with team members via live outreach to provide incremental assistance. Opportunities for leading additional clinical support programs, as well as programs across the broader Retail Customer Care team, will be provided to support business need.

Responsibilities will consist of the following but are not limited to:

• Support call center service level standards by holding individuals accountable for metrics results
• Create and support a culture of inclusion and diversity

• Ensuring that actions are in alignment with the CVS policies and values, as well as state, federal and regulatory requirements

• Identify clinical support needs and work with leaders to further discuss, enabling timely intervention and resolution
• Triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements
• Identify and communicate issues to senior level staff as appropriate
• Communicate effectively with others through huddles, team meetings, cohort refreshers, technology updates

Required Qualifications

• Resident of Alaska, Florida, Idaho, North Carolina, Ohio, Tennessee, Texas, Vermont or Washington due to regulatory compliance
• Active Pharmacy Technician license in state of residence
• Active Florida Registered Pharmacy Technician license
• 2+ year(s) of experience leading, coaching and developing employees, preferably in a high-volume call center
• Minimum of one consecutive year experience in customer service
• Ability to maintain a consistent, reliable, and stable internet connection
• Internal colleagues must be in good standing to be considered

Preferred Qualifications

• Experience in use of call center technologies/applications
• Experience working in a call center environment is highly preferred
• Ability to lead diverse work groups in a highly professional and specialized work environment
• Ability to assess talent, manage people and motivate others
• Strong interpersonal and relationship building skills
• Excellent oral, written and interpersonal communication skills
• Experience working in a structured-fast paced environment
• Analytical skills
• Ability to manage multiple people and priorities simultaneously
• Must be able to communicate effectively with all levels and prepare effective written documents
• Prior Call Center experience
• Previous experience working from home
• Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency
• Bilingual in Spanish
• Flexibility in work schedule

Education

• Verifiable High School diploma, GED or equivalent work experience

Pay Range

The typical pay range for this role is:

$43,888.00 - $76,500.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 08/31/2024

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