Supervisor, Patient Account Services - Monroeville, PA (Hybrid)

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 Supervisor, Patient Account Services directly oversees daily operations and support for Patient Account Service Specialists, who handle all billing-related inquiries via call support. This role advocates for the patient and exemplifies "Putting People First" by taking a hands-on approach to helping people on their path to better health. Key responsibilities include monitoring phone queues and staff schedules to ensure optimal coverage, meeting departmental call metrics, and delivering outstanding customer service.Key Responsibilities of the Supervisor, Patient Account Services:

• Review and evaluate work performance of direct reports, focusing on quality and call metrics; provide timely feedback to foster growth and development.
• Ensure adherence to all HIPAA and PCI compliance regulations.
• Pull and monitor daily call center reports; take action to meet department standards.
• Resolve customer service issues related to patients, physicians, clients, and payers to ensure satisfaction.
• Coordinate recruitment efforts with Talent Acquisition, conduct interviews, and make hiring decisions.
• Organize training for new hires and provide ongoing development support.
• Maintain and update personnel records related to attendance, performance, and discipline for direct reports.
• Collaborate with other supervisors to evaluate procedures, identify areas for improvement, and implement process enhancements.
• Communicate SOP and system updates to staff.
• Operations - Foster collaboration across other business units with Specialty Revenue Cycle and
• Conduct regular staff meetings to ensure open and effective communication within the Patient Account Services team.

• 2+ years of experience in pharmacy services or a high-volume call center environment, with demonstrated leadership skills.
• Strong knowledge of call center metrics and reporting.
• Exceptional time management skills, with the ability to multi-task and meet deadlines.
• High accuracy and attention to detail.
• Excellent communication, organizational, problem-solving, and interpersonal skills.
• Ability to evaluate work and process flow for optimal efficiency.
• Effective written and verbal customer service skills.
• Ability to work independently and as part of a team.
• Demonstrated emotional support and empathy.
• Experience with computers, including 1+ years with Microsoft Word, Outlook, and Excel.
• Flexibility to work 8-hour shifts between 8:00am - 8:00pm EST, Monday-Friday.
• Must reside within a one-hour commute of the Monroeville, PA office.

• 1 year of supervisory experience.
• 1 year of experience in healthcare billing, collections, or infusion services.
• 1 year of experience in pharmacy billing and reimbursement.

• High school diploma or equivalent required; undergraduate degree in business management or related field preferred.

• 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.