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.

Signify Health is seeking a dedicated and experienced Support Manager to join our Clinician Support operations team. This role will focus on ensuring the efficiency of our front-line support operations, resolving general clinician inquiries, and optimizing the team's scheduling and performance through strong Workforce Management practices. 

The Clinician Support team serves as the primary resource for resolving service delivery challenges, ensuring an efficient and positive experience for both members and clinicians.

The Support Manager will lead the front-line support team, focusing on:

• Resolving general, initial-level clinician inquiries.

• Implementing and managing Workforce Management (WFM) strategies to ensure optimal staffing and adherence to service level agreements.

• Driving overall team quality and performance, with an emphasis on key operational metrics.

You will champion clinician needs, ensuring clinician feedback is effectively communicated and acted upon.

Job Responsibilities

Support Operations & Management

• 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.

Workforce Management & Efficiency

• 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.

Quality & Cross-Functional Collaboration

• 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.

Basic Qualifications

• 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)

Pay Range

The typical pay range for this role is:

$75,400.00 - $165,954.00

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.  This position also includes an award target in the company’s equity award program. 
 

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 https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 12/06/2025

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