Job Description
Supports the overall operational effectiveness of MHBP Service Operations teams, so all members and providers experience the same exceptional level of service. Fosters an inclusive environment to support member/provider satisfaction, retention, and growth.
• Coaches and mentors team members, assisting with complex questions and customer interactions.
• Performs call reviews and provides feedback based on the results of the reviews.
• Acts as liaison between staff and other areas, communicating workflow results, ideas, and solutions.
• Completes various business reports, including tracking, trending and results.
• Works with the leadership team to allocate resources to meet volume and performance standards
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• Responsible for fostering discussions surrounding problem identification and escalation for resolution
• Builds a cohesive team through collaboration, inclusion, and diverse thinking
• Initiates and maintains partnerships with others throughout the organization.
• Responsible for escalated calls, ensuring satisfaction through prompt, accurate and careful handling.
Required Qualifications
- Leadership experience in any capacity.
- Leading teams and/or individuals.
COVID Requirements
CVS Health requires its 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, or religious belief that prevents them from being vaccinated.
If you are 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 within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.
Preferred Qualifications
- 1+ years leading and/or working in a call center.
- Quickbase development experience
- Database management
- Medical claims processing knowledge
Education
High School diploma, G.E.D. or equivalent experience
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.