• Must live within 50 miles of Richmond, VA

Customer Service is the important first-line contact with customers, setting the tone for how members, doctors, and plan sponsor groups view our company. It provides members with the right information at the right time to help them make better decisions about their health and health care.

The Supervisor, Service Operations oversees the operations of multiple service centers in different locations handling a customer service function. Oversees operating systems including policies and procedures, operating structure, and information flow across multiple service centers.

Additional responsibilities include but not limited to the following:

• Directs implementation of service standards for each location to ensure delivery quality-focused, consistent cost effective service and administration.

• Analyzes operational practices for effectiveness and practicality, while creating a culture which is innovative in its approach to solutions.

• Leads and builds high performance teams across units by providing leadership, mentoring, and coaching in achieving understanding of the voice of the customer.

• Coordinates major plan modifications necessitated by unanticipated business or technology developments.

• Develops and implements business strategies to provide accurate and proactive customer service to members, plan sponsors, and brokers aligned to service center.

• Manages a team of successful front-line staff and drives high results as required by health plan contractual agreements.

Pay Range
The typical pay range for this role is:
Minimum: 40,560
Maximum: 83,400

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.

For more detailed information on available benefits, please visit

jobs.CVSHealth.com/benefits

Required Qualifications

• 2 years of experience in managing a call center staff, preferably in a remote setting.

Preferred Qualifications

• Medicaid and Medicare

Education
Bachelor's degree in a closely-related field, or equivalent combination of education and experience.

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. 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.