At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, 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: The Medicare Engagement Hub focuses on driving member engagement into Aetna's Care Management programs, while also delivering care services to members who do not need long term support but have immediate care needs. As Associate Manager working in the Medicare Engagement Hub, you will be responsible for the direct supervision and job performance of a remote based team of employees working to enroll and retain Medicare members in our various care management programs. The Associate Manager is responsible for the day-to-day operations, including responsibility for workflow adherence, oversight of metrics, call adherence, and quality reviews and coaching. You will also be responsible for overall team success with a focus on hiring, onboarding, continuous training, and overall performance management to include ensuring success with meeting individual and team metrics.Fundamental Components:
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- Leads a high performing team by directing day-to-day work, ensuring productivity metrics are understood and met
- Responsible for the team's culture and success, deliberately facilitating team building and strong relationships across the team and being consistent with coach up opportunities at the individual team member level
- Provides guidance and serves as an expert resource to the team to drive the effective execution of business objectives - must know step by step workflow for the program they lead and continuously work to stabilize workflow delivery for each team member
- Delivers strong leadership through administrative tracking, such as team meetings, time and attendance, workload balance, team scheduling and associate performance
- Conducts individual and team quality audits, monitoring phone calls and documentation within the members health record, to ensure consistent adherence to policies and procedures
- Prepares, analyzes, and applies pertinent data, metrics, and reports to monitor and enhance quality, productivity, and assure adherence to policy and procedures (FMLA, attendance, Code of Conduct, performance improvement practices, disciplinary guidelines, etc.)
- Contributes to associates onboarding, coaching, and ongoing education to build individual and team competencies and performance
- Collects and analyzes real life examples in support of system, workflow, and reporting redesign
- 3 - 5 years of supervisory experience strongly preferred in the areas of customer service, call center management, or health care
- 4 - 6 years of experience in serving customers required
- Bilingual (Spanish) preferred
- Ability to demonstrate strong team building and collaboration skills required
- Flexibility to work one night/week until 8:00 pm and occasional other extended hours including weekends - standard business hours span from 8:00 am - 8:00 pm
- Ability to demonstrate excellent leader presence, customer service skills, and a demonstrated ability to deliver a positive member and associate experience
- Strong communication, organizational and problem-solving skills; demonstrated experience thriving in a fast-paced, ever-changing environment
- Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within a member's health record is highly desirable
- Ability to analyze and apply data, reports, and metrics to effectively manage performance, monitor trends and deliver outcomes
- A Bachelor with applicable experience is strongly preferred
- Work-at-home, candidates must be in the Central or Eastern time zone and able to minimally flex hours to meet business need
40Time Type
Full timePay Range
The typical pay range for this role is:$46,988.00 - $91,800.00This 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 peopleWe 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.