Team Lead, Inbound Patient Account Services - Monroeville, PA (Hybrid)

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Inbound Patient Account Services Team Lead advocates for the patient and portrays “Putting People First” by taking a hands-on approach to help people on their path to better health.  In this role, the Team Lead will support various operational processes including but not limited to: training initiatives, providing a high level of customer service, resolving patient billing questions, and analyzing/reporting potential department performance trends to Leadership for review.

Key Responsibilities of the Inbound Patient Account Services Team Lead:

• Foster a collaborative environment by acting as key subject matter expert on complex inquiry resolution.
• Partner with leadership and other business teams to develop new and keep current training material relevant to current business processes and standard operating procedures (SOPs).
• Facilitate/Conduct new hire and on-going training initiatives.
• Analyze & Report on department performance trends and coaching opportunities.
• Manage daily call-center focused metrics including but not limited to: Adherence, Handle Time, Quality, and Call Queue Monitoring.
• Provide call quality feedback to support skill development, improve call quality and reinforce best practices.
• Provide added business support based on phone call & escalation volumes.
• Foster collaboration across other business units with Specialty Revenue Cycle and Operations.

Required Qualifications

• 18+ months of experience in a Specialty Pharmacy, Customer Service, Revenue Cycle or similar role.
• Effective written and verbal customer service skills.
• Exceptional Time Management skills, ability to multi-task and meet deadlines.
• Excellent communication, organizational, problem solving and interpersonal skills.
• Effective written and verbal customer service skills.
• Ability to work independently and on a team.
• Ability to offer emotional support and empathy.
• Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel.
• Flexibility with work schedule to meet business needs, 8-hour work shifts from 8:00am – 8:00pm EST (Monday – Friday).
• Must reside within a one-hour commute of the Monroeville, PA office.

Preferred Qualifications

• Ability to work in team and coordinate work efforts.
• Experience with call center reporting and performance metrics.
• Customer service in a healthcare environment.
• Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail in a fast paced environment.

Education

• H.S. Diploma or equivalent; undergraduate degree in business management or other related preferred

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan