Medicare • Virtual Resolution Team Supervisor (Secure Messaging)

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

Are you a dynamic leader with a passion for improving member experiences and guiding teams to success? We are seeking a motivated and dedicated individual to lead our Medicare Virtual Resolution Team. In this role, you will oversee a team of Service Advocates who assist our Medicare members in using online tools to solve their needs, inquire about their benefits, and more. These tools are Secure Messaging, KANA, ECHS and Web chat.

As a leader, you will embody and promote our core values:
• Rise to the Challenge: Lead by example, inspiring your team to overcome obstacles and achieve high standards of excellence.
• Join Forces: Foster a collaborative environment, working closely with your team and other business areas to achieve shared goals.
• Put People First: Prioritize the needs of both your team members and our Medicare members, ensuring that everyone feels valued and supported.
• Create Simplicity: Streamline processes and communication, making it easier for your team to provide exceptional service.
• Champion Quality and Safety: Uphold the highest standards in every aspect of your team's work, ensuring quality outcomes and member satisfaction.
• Inspire Trust: Build and maintain trust within your team and with our members through transparency, integrity, and consistent results.

Key Responsibilities:
• Coaching and Mentorship: Guide and mentor teammates, providing regular feedback and support to help them achieve their best.
• Case Reviews and Feedback: Perform detailed case reviews and offer constructive feedback to ensure the highest level of service.
• Collaboration: Serve as a key partner to other business areas, working together to solve challenges and improve processes.
• Reporting and Trend Tracking: Complete business reports, analyze data, and track trends to identify areas for improvement and inform decision-making.
• Resource Allocation: Work with leadership to allocate resources effectively, ensuring that team needs are met and goals are achieved.
• Culture and Performance Discussions: Foster inclusive discussions on team culture and performance, promoting a positive and high-performing environment.
• Team Building: Build cohesive, forward-thinking teams that are prepared to meet current and future challenges.
• Problem Solving and Process Improvement: Initiate problem-solving efforts and lead process improvements that enhance member experience and

Required Qualifications

• 1+ years of Medicare Customer Service Experience in our GPS system.

• Leadership experience in any capacity.

Preferred Qualifications
• Training / Coaching experience

Education

• High School diploma, G.E.D. or equivalent experience.

Pay Range

The typical pay range for this role is:

$43,888.00 - $93,574.80

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 h