CVS Health
Buffalo Grove, Illinois, United States
Customer Service - Specialty Manager
Posted over 1 month ago
Job Description
Job Description
CVS Health has an exciting opportunity for a Customer Service - Specialty Manager. In this role, you will direct the Specialty Pharmacy Patient Care Intake Department to ensure that prescription orders and patient requests are processed accurately and efficiently.
You will also confirm that the activities of the Patient Care Intake Department support the goals and objectives of the entire Specialty Pharmacy Operation. You will ensure that calls are accepted and placed in a professional manner guaranteeing that patient questions regarding enrollment are answered accurately and timely to meet patient, client, and Specialty expectations.
Additional Responsibilities Include:
* Meet or exceed Patient Care Intake operational goals, standards, and results.
* Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the operation.
* Lead/monitor special projects within the Patient Care Intake Department and work with staff to identify opportunities to participate or take leadership roles in special projects.
* Provide customer focus by ensuring patients are responded to with accurate and timely information.
* Maintain a work environment conducive to top performance with a focus on colleague development
* Manage the departmental budget (control payroll, overtime, outside labor, etc.)
The successful candidate will work independently and be self-directed. You will also have experience using your analytical and problem-solving skills to work in a fast-paced environment.
Required Qualifications
* Minimum 5 years of management experience.
* Minimum 2 years of Customer Service/Call Center management experience.
Preferred Qualifications
* Demonstrated success using communication, organizational, and interpersonal skills to interact with all levels of personnel, patients, and physicians.
* Working knowledge of the operation of ACD phone systems, quality monitoring/recording systems and processes as well as experience with workforce management software and ideologies.
* Project management and implementation skills.
* Experience with prescription and major medical benefits related to pharmacy products a plus.
Education
Bachelor's Degree in a related field or equivalent work experience
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
CVS Health has an exciting opportunity for a Customer Service - Specialty Manager. In this role, you will direct the Specialty Pharmacy Patient Care Intake Department to ensure that prescription orders and patient requests are processed accurately and efficiently.
You will also confirm that the activities of the Patient Care Intake Department support the goals and objectives of the entire Specialty Pharmacy Operation. You will ensure that calls are accepted and placed in a professional manner guaranteeing that patient questions regarding enrollment are answered accurately and timely to meet patient, client, and Specialty expectations.
Additional Responsibilities Include:
* Meet or exceed Patient Care Intake operational goals, standards, and results.
* Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the operation.
* Lead/monitor special projects within the Patient Care Intake Department and work with staff to identify opportunities to participate or take leadership roles in special projects.
* Provide customer focus by ensuring patients are responded to with accurate and timely information.
* Maintain a work environment conducive to top performance with a focus on colleague development
* Manage the departmental budget (control payroll, overtime, outside labor, etc.)
The successful candidate will work independently and be self-directed. You will also have experience using your analytical and problem-solving skills to work in a fast-paced environment.
Required Qualifications
* Minimum 5 years of management experience.
* Minimum 2 years of Customer Service/Call Center management experience.
Preferred Qualifications
* Demonstrated success using communication, organizational, and interpersonal skills to interact with all levels of personnel, patients, and physicians.
* Working knowledge of the operation of ACD phone systems, quality monitoring/recording systems and processes as well as experience with workforce management software and ideologies.
* Project management and implementation skills.
* Experience with prescription and major medical benefits related to pharmacy products a plus.
Education
Bachelor's Degree in a related field or equivalent work experience
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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