Supervisor Customer Service

Job Opportunity At CVS Health

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

Position Summary: Support the overall operational effectiveness of the Ancillary & Life/FE Claims Customer Service Team so all members experience the same exceptional level of service. Foster an inclusive environment to support member satisfaction, retention, and company growth. Manage a vendor staff. Coaches and mentors team members. Assists with complex questions and customer interactions. Acts as liaison between staff and other areas, communicates workflow results, ideas, and solutions. Works cross functionally with other departments and teams. Works with department of insurance complaints and compliance teams. Handles escalation calls. Responsible for fostering discussions surrounding problem identification and escalation for resolution. Fosters collaboration with internal as well as external CSR teams. Provide regular quality metrics to teams. Monitor calls for compliance and accuracy.

Required Qualifications: Must report into Franklin, TN office Tuesday-Thursday. 3-5 years work experience. Working knowledge of collaboration and teamwork. Working knowledge of execution and delivery (planning, delivering, and supporting) phone 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.

Preferred Qualifications: Healthcare claims experience. 1+ years of working in a call center.

Education: High School Diploma, GED, or equivalent experience.

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: The typical pay range for this role is: $43,888.00 - $85,068.00. 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.