Job Details

CVS Health Customer Service Supervisor

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 - Must Reside on the Eastern Seaboard

Responsible for increasing member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers. Additional responsibilities include:

• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
• Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs.
• Monitors all 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 able to successfully achieve or exceed business goals.
• Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
• Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services.
• Effectively applies and enforces Aetna HR policies and practices.

Required Qualifications:

• Demonstrated leadership abilities.
• Experience with inbound call center operations.

Preferred Qualifications:

• 2 years leading member/customer service team.
• Experience in a Medicaid and/or Medicare setting.
• Bachelor's Degree

Education: High School Diploma or equivalent

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: The typical pay range for this role is: $43,888.00 - $93,574.00

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 (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

We anticipate the application window for this opening will close on: 09/26/2025

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.