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.

　　Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.

　　• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.

　　• Is visible and 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 and training needs; includes completion of monthly and annual scorecards.

　　• Monitors all performance measures 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, all segments, provider teams, etc., 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 policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.

　　Required Qualifications :

　　3 to 5+ Years’ Experience in the Aetna Business Unit.

　　3 to 5+ Years’ Experience and Knowledge in Aetna Spectrum of Products.

　　Must have good oral and written communication skills.

　　Experience with ABX business system.

　　Open mindedness in developing others.

　　Good time management skills.

　　Ability to adapt.

　　Ability to take clear direction, and take action.

　　Must be a team player, and an independent worker.

　　Must be able to effectively manage team size ranging between 15-25.

　　Preferred Qualifications :

　　Experience with claim/call center environment.

　　2+ years leading claim/customer service team.

　　Education :

　　Verifiable High School Diploma or G.E.D.Pay Range

　　The typical pay range for this role is:

　　$40,600.00 - $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 jobs.CVSHealth.com/benefits

　　CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

　　You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

　　CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.