HR Analyst - Total Rewards & Recognition
Copeland
Medicaid Call Center Supervisor
CVS Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $43,888 - $93,574 per year
Job Level
Mid-LevelSenior
About the role
- Responsible for increasing member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers.
- Responsible for the overall supervision of Customer Service employees and accountable for member/provider satisfaction, retention, and growth.
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
- Is visible and available to staff to answer questions, monitor calls and give ongoing feedback.
- Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
- Assesses individual and team performance on a regular basis and provides candid and timely feedback; completes monthly and annual scorecards.
- Monitors performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
- Removes barriers to job performance and ensures regulatory compliance.
- Attracts, selects, and retains high caliber, diverse talent and builds cohesive teams.
- Acts as liaison between staff and other areas, communicating workflow results, ideas, and solutions.
- Proactively analyzes constituent data, identifies trends and issues to improve development and delivery of products and services.
- Applies and enforces Aetna HR policies and practices (FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines).
Requirements
- Demonstrated leadership abilities.
- Experience with inbound call center operations.
- Preferred: 2 years leading member/customer service team.
- Preferred: Experience in a Medicaid and/or Medicare setting.
- Education: Bachelor's Degree or equivalent work experience
