Customer Service Supervisor, CVS Health

CVS Health

Location:
United States, Work At Home, Minnesota

Category:
Customer Service

Contract Type:
Employment contract

Salary:

43888.00 - 102081.00 USD / Year

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Job Description:

The Customer Service Supervisor at CVS Health, under the Meritain Health division, will be responsible for leading and coaching customer service staff, monitoring performance metrics, developing collaborative partnerships, and ensuring regulatory compliance while fostering a high-caliber, diverse team to meet business goals.

Job Responsibility:

Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling, and teamwork to deliver excellent customer service
maintains a visible presence and is 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 training needs
includes completion of monthly and annual scorecards
monitors all performance metrics, 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
removes 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, communicating workflow results, ideas, and solutions
proactively analyzes constituent data, identifying 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 (Human Resources) policies and practices, i.e., FML (Family Medical Leave)/EML (Extended Medical Leave), Attendance, Code of Conduct, Disciplinary Guidelines, etc.

Requirements:

2 years of experience supporting a claim and/or customer service team in a production-based environment
working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook)
ability to work five 8-hour shifts from Monday-Friday between 8am-7:30pm EST
high school diploma or GED.

Nice to have:

acutely organized and able to effectively prioritize daily workload
previous experience in the healthcare industry
previous experience with self-funded or fully insured health care, sales, account management, or TPA (Third-Party Administrator) experience.

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
employee stock purchase plan
no-cost programs including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
paid time off
flexible work schedules
family leave
dependent care resources
colleague assistance programs
tuition assistance
retiree medical access.

Additional Information:

Job Posted:
May 17, 2025

Expiration:
May 30, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Service Supervisor