We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
As a CVS Flex Benefit Team Lead, you will be responsible for providing daily support to the CVS Flex Benefit Supervisor/Sr Analyst and guidance to the Tier 2, Escalation, and/or Design Team staff. As the Lead you are responsible for ensuring superior service for our members and Health Plan partners by providing information, feedback and coaching to agents. The Lead will also support team to ensure agreed upon SLA standards are met by coaching teams for results as well as flawless execution of assigned work and associated performance metrics. The Lead will also create and support a culture of inclusion and diversity, ensuring all actions are in complete alignment with CVS practices, policies, and values as well as state, federal and regulatory requirements.
This is a remote work from home role with the flexibility to go into the office when needed. The hours of operation are Monday through Friday, between the hours of 8am to 6pm ET.
Job Description:
- Develops and maintains strong relationships with clients, serving as trusted point of contact for their support needs.
- Provides expert guidance and support to clients, addressing inquiries, concerns, and requests related to the organization's product or services.
- Handles complex or escalated client issues that require in depth knowledge and problem-solving skills.
- Assist in the onboarding process for new clients, ensuring a smooth transition and understanding of the organization's offerings.
- Gathers and analyzes client feedback, identifying areas for improvement and suggesting enhancements to products, services, or processes.
- Monitors key performance metrics, such as client satisfaction, response times, and issue resolution rates.
- Contributes to the development and implementation of best practices, standard operating procedures, and tools to enhance efficiency and client satisfaction.
- Conducts training sessions or workshops for clients to enhance their knowledge and proficiency and use the organization's products or services.
- Provides guidance and support to junior members of the client support team by sharing knowledge, best practices, and lessons learned to foster their professional growth and development.
Required Qualifications
- 1+ years of working experience including strong proficiency with Microsoft Office, including Excel, Word, Access, and PowerPoint
- Strong comprehension, critical thinking, and problem-solving skills with the ability to think under pressure.
- Strong oral and written skills with emphasis on grammar, editing and proofreading skills.
- Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up.
Preferred Qualifications
- Experience in use of call center technologies/applications.
- Experience working in a fast-paced call center environment is highly preferred.
- The ability to lead diverse work groups in a highly professional and specialized work environment.
- Must be able to communicate effectively with all levels and prepare effect written documents.
- Expert level leadership skills and the ability to set high standards of performance and coach colleagues to continued success.
- Ability to assess talent, manage people and motivate others.
- Strong interpersonal and relationship building skills.
- Excellent oral, written, and interpersonal communications skills
- Analytical skills.
- Ability to manage multiple people and priorities simultaneously.
- Strong customer service skills.
- Ability to work well with others and all levels of management.
Education - Verifiable High School diploma or 5+ years equivalent experience.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$18.50 - $38.82This 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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
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