Team Lead, Inbound 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 Inbound Patient Account Services Team Lead advocates for the patient and portrays "Putting People First" by taking a hands-on approach to help people on their path to better health. In this role, the Team Lead will support various operational processes including but not limited to: training initiatives, providing a high level of customer service, resolving patient billing questions, and analyzing/reporting potential department performance trends to Leadership for review.

Key Responsibilities of the Inbound Patient Account Services Team Lead:

• Foster a collaborative environment by acting as key subject matter expert on complex inquiry resolution.
• Partner with leadership and other business teams to develop new and keep current training material relevant to current business processes and standard operating procedures (SOPs).
• Facilitate/Conduct new hire and on-going training initiatives.
• Analyze & Report on department performance trends and coaching opportunities.
• Manage daily call-center focused metrics including but not limited to: Adherence, Handle Time, Quality, and Call Queue Monitoring.
• Provide call quality feedback to support skill development, improve call quality and reinforce best practices.
• Provide added business support based on phone call & escalation volumes.
• Foster collaboration across other business units with Specialty Revenue Cycle and Operations.

• 18+ months of experience in a Specialty Pharmacy, Customer Service, Revenue Cycle or similar role.
• Effective written and verbal customer service skills.
• Exceptional Time Management skills, ability to multi-task and meet deadlines.
• Excellent communication, organizational, problem solving and interpersonal skills.
• Effective written and verbal customer service skills.
• Ability to work independently and on a team.
• Ability to offer emotional support and empathy.
• Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel.
• Flexibility with work schedule to meet business needs, 8-hour work shifts from 8:00am - 8:00pm EST (Monday - Friday).
• Must reside within a one-hour commute of the Monroeville, PA office.

• Ability to work in team and coordinate work efforts.
• Experience with call center reporting and performance metrics.
• Customer service in a healthcare environment.
• Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail in a fast paced environment.

• H.S. Diploma or equivalent; undergraduate degree in business management or other related 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.