CVS Health Hiring for Member Services Team Lead at Ohio Full Time

Job Description

This is a full time teleworker position in Ohio. Work shift is between the hours of 8:00AM and 5:00PM, Monday through Friday. Training for the position will be conducted in the office and virtually. Qualified candidates must be within a reasonable commutable distance to the New Albany office to attend office-based training and work in office whenever connectivity from home is not working. Post-training this position will be fully remote, work from home. With supervision, the Member Services Team Lead supports the overall operational effectiveness of the Customer Service teams so all member experience metrics are achieved. Partnering with management, supports member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.Fundamental Components:• Responsible for escalated calls, ensuring satisfaction through prompt, accurate and careful handling.• Coaches and mentors less experienced team members, assisting with complex questions and customer interactions.• Performs quality audits and provides feedback based on the results of the audits.• Acts as liaison between staff and other areas, including management, communicating workflow results, ideas, and solutions.• Completes various business reports, including tracking and trending and metrics.• Works with manager to allocate resources to meet volume and performance standards including targeted metrics.• Working with supervisor/manager, builds a cohesive team.• Initiates and maintains partnerships with others throughout the organization.• Encourages cooperation by promoting common goals and building trust.• Inspires, supports, and initiates cross-functional activities.• Contribute to workflow review/distribution.• Cross trained to serve as back up to supervisor/manager.

Required Qualifications

• Ability to travel to the New Albany office for training and work in office whenever home connectivity is not working.• Prior Team Lead or Supervisory experience preferred.• Experience in a call center environment.• 2 years’ experience in Customer Service healthcare.• Serves as department subject matter expert.• Serves as a training resource as required.• Strong written and verbal communication skills.• Demonstrated leadership ability.• Outstanding customer service skills.• Prioritizes tasks effectively.• Well organized.• Negotiation skills.• Technical skills; demonstrated proficiency with personal computers, keyboard and multi-system navigation, MS Office Suite applications (i.e., Outlook, Word, Excel, SharePoint, etc.)• Problem solving skills.

Preferred Qualifications

• Bilingual speaking skills are a plus• Medicaid or managed care experience is a plus

Education

Associate’s degree or equivalent work 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.