Description

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.

How will this role have an impact?

Under the supervision of the Senior Manager, Operations, this position will manage an assigned team of Customer Service Coordinators. Management activities include promoting collaborative relationships in a fast-paced environment, acting as a liaison between health plan members, employees, physician practices and third parties, and ultimately hitting quality, customer service, and productivity performance targets.

In your role as a manager, you are responsible for fostering a positive, productive work environment. Team call monitoring and real-time feedback will be crucial for success, along with the tracking and reporting of team progress towards KPIs.

This role will report to the Senior Manager, Operations, Member Engagement.

What will you do?

• Understand all organization's services, procedures, and guidelines, and communicate these to all team members.
• Manage a team of Member Engagement Customer Service Coordinators.
• Establish work procedures and processes that support the company and departmental standards, policies, and strategic directives.
• Assist Member Engagement Leadership with the daily operation of the call center, including the development, analyses, and implementation of staffing, training, scheduling, and reward/recognition programs.
• Assign daily tasks and assignments to your Customer Service Coordinators, and ensure work is completed in a timely manner.
• Partner with leadership to assist with staffing according to business needs.
• Provide daily direction and performance feedback to Member Engagement Customer Service Coordinators so that health plan member and health plan affiliate calls are handled quickly, efficiently, and professionally.
  
  • Monitor inbound call volumes and ensure outbound call volume appropriate for the current staffing model and workload.
  • Perform real-time live call monitoring to ensure process and compliance adherence.
  • Ensure Member Engagement Customer Service Coordinators are following call scripts.
• Assist in developing a strategy to improve performance, including scheduling, appointment completion, quality, and customer service metrics.
• Routinely engage with your team to foster a positive work environment.
  
  • Present a positive and professional face to clients, health plan members, and clinicians.
  • Lead regularly scheduled staff meetings.
  • Manage internal team incentives to drive improvement; coordinate with Member Engagement department leadership.
  • Handle call escalations and "supervisor requests."
  • Ensure daily that phone lines are operational and agents are logged into the appropriate queues throughout the day
  • Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service levels.

We are looking for someone with

• Requires a minimum of 2 years of managerial experience in a high-volume call center environment. (20+ Direct Report)
• At least 5 years successful professional work experience, with solid time management skills.
• Bachelor's Degree Highly Preferred
• Bilingual capabilities are a plus
• Excellent written and verbal communication skills, as well as the ability to work collaboratively with other departments and functional areas.
• Experience working in Excel, Word, and Power point required.
• Strong analytical and critical thinking skills
• Self-directed and organized
• Discrete/able to maintain confidentiality
• Comfortable working with quantitative data
• Proven ability to prioritize and multi-task
• Team player with a process-improvement mindset.
• Detail-oriented
• Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service to all customers.

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $85,068.00

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.

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.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 04/30/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.