CVS Health

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Customer Care Manager

at CVS Health

Posted: 3/8/2019
Job Reference #: 942496BR
Keywords: health

Job Description

Job Title :
Customer Care Manager
Job ID :
942496BR
Location :
NV - Las Vegas
Street Address :
1451 Center Crossing Rd
Category :
Management|Call Center
Description :
Job Description
The Manager, Customer Care is responsible for day to day operational support of call center service delivery and business performance. The Manager leads through others in balancing business objectives, customer delivery, and colleague goals for the organization.

This role has direct/indirect responsibility for 150+ colleagues and manages customer service functions through planning, analysis and problem solving. Is responsible for the direct and indirect management of customer care supervisors and representatives.

Required Qualifications
1. Excellent Oral and Written Communications.
2. Strong knowledge of Pharmacy Benefits Management (PBM) processes and procedures.
3. Strong leadership skills and competencies.
4. Leadership in developing internal processes and standards for the Call Center with oversight of the call center.
5. Collaborates well with internal and external Business Partners
6. Proven ability to translate business strategy into directions, plans and measurable objectives.
7. Responsible for overall direction, coordination, evaluation and achievement of customer care teams and goals.
8. Engages colleagues directly to ensure customer satisfaction and site performance.
9. Engages leadership when needed to recommend changes to avoid recurring customer complaints.
10. Strong understanding of business data and analytics of Call Center Key Performance Indicators (KPIs).
11. Business travel required approx 20% quarterly.

Preferred Qualifications
A minimum of five (5) years of experience which includes
Pharmacy Benefits Management (PBM) or Healthcare, or Call Center management.
Five (5) years of demonstrated people management

Education
High school diploma or equivalent required

Bachelor's Degree preferred

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!