Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose : Bringing our heart to every moment of your health.
This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
- Acts as an advocate and subject matter expert by serving as a customer service and quality champion.
- Measures and monitors the quality and effectiveness of work processes in Contracting that impacts agent satisfaction and contributes to operational efficiency.
- Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.
- Performs regular quality audits for multiple products and platforms to drive full and consistent compliance to all required standards.
- Executes both routine and non-routine business support tasks in the Contracting Operations teams under limited supervision, referring deviations from standard practices to managers.
- Acts as a subject matter expert on contracting workflows and contracting operations to consistently support agent inquiries.
- Conducts standard quality reviews and audits to proactively measure and monitor team compliance with published policies, and procedures, to effectively meet contracting processes and regulatory guidelines.
- Owns responsibility for supporting targeted quality audit projects, reporting overall results, and making recommendations regarding training needs, quality controls, and contracting related procedures to management.
- Processes Contracting transactions through in-depth analysis, identifies complaint trends and any emerging agent service issues and works to develop solutions to address potential problems.
- Coordinate’s efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service.
- May participate and / or lead special projects / initiatives addressing service issues.
- May provide technical or subject matter expertise concerning policies, procedures, and function-related applications / systems tools.
- Delivers internal quality reviews.
- Provides appropriate support in third party audits when required.
Required Qualifications
Outstanding customer service skills are required 1-3 years experience
Hybrid; 3 days in office Tuesday- Thursday
Preferred Qualifications
Review above requirements.
Prioritizes tasks effectively
Well organized
Technical skills
Problem solving skills
Insurance Knowledge-Plus
Solid written and oral communication skills
Education
Associate's degree preferred
Pay Range
The typical pay range for this role is :
$17.00 - $25.65
This 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.
The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.
The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits.
CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.
As for time off, Company employees enjoy Paid Time Off ( PTO ) or vacation pay, as well as paid holidays throughout the calendar year.
Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
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