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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: The Medicare Engagement Hub focuses on driving member engagement into Aetna’s Care Management programs, while also delivering care services to members who do not need long term support but have immediate care needs. As Associate Manager working in the Medicare Engagement Hub, you will be responsible for the direct supervision and job performance of a remote based team of employees working to enroll and retain Medicare members in our various care management programs. The Associate Manager is responsible for the day-to-day operations, including responsibility for workflow adherence, oversight of metrics, call adherence, and quality reviews and coaching. You will also be responsible for overall team success with a focus on hiring, onboarding, continuous training, and overall performance management to include ensuring success with meeting individual and team metrics.Fundamental Components:
Leads a high performing team by directing day-to-day work, ensuring productivity metrics are understood and met
Responsible for the team’s culture and success, deliberately facilitating team building and strong relationships across the team and being consistent with coach up opportunities at the individual team member level
Provides guidance and serves as an expert resource to the team to drive the effective execution of business objectives – must know step by step workflow for the program they lead and continuously work to stabilize workflow delivery for each team member
Delivers strong leadership through administrative tracking, such as team meetings, time and attendance, workload balance, team scheduling and associate performance
Conducts individual and team quality audits, monitoring phone calls and documentation within the members health record, to ensure consistent adherence to policies and procedures
Prepares, analyzes, and applies pertinent data, metrics, and reports to monitor and enhance quality, productivity, and assure adherence to policy and procedures (FMLA, attendance, Code of Conduct, performance improvement practices, disciplinary guidelines, etc.)
Contributes to associates onboarding, coaching, and ongoing education to build individual and team competencies and performance
Collects and analyzes real life examples in support of system, workflow, and reporting redesign
Background/Experience Required:
3 - 5 years of supervisory experience strongly preferred in the areas of customer service, call center management, or health care
4 - 6 years of experience in serving customers required
Ability to demonstrate strong team building and collaboration skills required
Flexibility to work one night/week until 8:00 pm and occasional other extended hours including weekends - standard business hours span from 8:00 am – 8:00 pm
Ability to demonstrate excellent leader presence, customer service skills, and a demonstrated ability to deliver a positive member and associate experience
Strong communication, organizational and problem-solving skills; demonstrated experience thriving in a fast-paced, ever-changing environment
Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within a member’s health record is highly desirable
Ability to analyze and apply data, reports, and metrics to effectively manage performance, monitor trends and deliver outcomes
Background/Experience Preferred:
Bilingual (Spanish) preferred
Education:
A Bachelor with applicable experience is strongly preferred
Location Specifications:
Work-at-Home (Anywhere in the US)
Pay RangeThe typical pay range for this role is:$43,700.00 - $102,000.00This 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 holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.
