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

　　Schedule: Tuesday-Saturday, 8:00am- 4:30pm EST

　　Administers Customer Service plans, policies, and procedures to support the achievement of member experience metrics. Manages and monitors operational efficiency of Customer Service teams. Drives member satisfaction, retention, and growth by delivering competitive services. What you will do • Executes both routine and non-routine business support tasks for the Customer Service area under limited supervision, referring deviations from standard practices to managers. • Follows area protocols, standards, and policies to provide effective and timely support. • Handles escalated calls and ensures satisfactory resolutions. • Performs quality audits and provides feedback for improvement based on audit results. • Completes reports for tracking metric performance and trends and assists manager in allocating resources to meet volume and performance standards. • Takes direction to execute techniques, processes, and responsibilities.

　　With supervision, supports the overall operational effectiveness of Claim and/or Customer Service teams so all member experience metrics are achieved. Partnering with management, supports member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers. Responsibilities: • Responsible for escalated calls, ensuring satisfaction through prompt, accurate and careful handling. • Coaches and mentors less experienced team members, assisting with complex questions and customer interactions. • Performs quality audits and provides feedback based on the results of the audits. • Acts as liaison between staff and other areas, including management, communicating workflow results, ideas, and solutions. • Completes various business reports, including tracking and trending and metrics. • Works with manager to allocate resources to meet volume and performance standards including targeted metrics. • Responsible for team's Standard Operating Procedures, with a focus on process improvement. • Working with supervisor/manager, builds a cohesive team. • Initiates and maintains partnerships with others throughout the organization. • Encourages cooperation by promoting common goals and building trust. • Inspires, supports, and initiates cross-functional activities. • Contribute to work flow review/distribution. • Cross trained to serve as back up to supervisor/manager.

　　Required Qualifications

　　Working knowledge of problem solving and decision making skills

　　• 5+ years work experience

　　Preferred Qualifications

　　1 year of EAP experience. • Bachelors degree or equivalent work experience.

　　Education

　　High school diploma or equivalent required.

　　Pay Range

　　The typical pay range for this role is:

　　$18.50 - $36.30

　　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.