Supervisor Service Operations - Hybrid

CVS Health; United States; Remote; USD 43,000 - 77,000; Full time

Job summary

An established industry player seeks a Customer Service Supervisor to lead a dedicated team in enhancing member support and satisfaction. This role involves overseeing local service center operations, ensuring effective communication, and implementing strategic initiatives. The ideal candidate will possess strong leadership and analytical skills, with a proven ability to inspire and drive results. Join a passionate team committed to transforming healthcare and making a meaningful impact on the lives of millions. This position offers a competitive salary and a comprehensive benefits package, making it a great opportunity for those looking to advance their careers in a supportive environment.

Benefits

Affordable medical plan options

401(k) plan with matching contributions

Employee stock purchase plan

Wellness screenings

Tobacco cessation programs

Weight management programs

Confidential counseling

Financial coaching

Flexible work schedules

Tuition assistance

Qualifications

• Minimum of 3 years of customer-facing experience.
• Experience managing/leading an operations team preferred.

Responsibilities

• Oversee customer service functions in local service center.
• Plan and implement procedures for high customer satisfaction.

Skills

Customer Service

Team Leadership

Analytical Skills

Communication Skills

Presentation Design

Strategic Thinking

Education

High School Diploma or GED

Job description

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

What is A1A?

A1A is a fully integrated population health and customer service solution for large plan sponsors. Our embedded and customer-dedicated service, clinical, and rising risk pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our white-glove service and end-to-end ownership of member support creates a trusted partner in health. We are the premiere service and clinical offering for Aetna nation-wide and create industry-leading solutions for our customers and members.

The A1A Customer Service Supervisor will maintain oversight of functions in local service center, including but not limited to customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations. Executes local strategic and operational plan in support of business segment customer service objectives and initiatives. Plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Supervises a team of professional employees who handle inbound calls from members.

Normal business hours M-F 8:30-5:30

Leader expected to be in ongoing rotation of nights and Saturday coverage

Required Qualifications

• Minimum of 3 years of customer facing experience.
• Must be within 50 miles of New Albany - OH, Phoenix - AZ, or High Point - NC.

Preferred Qualifications

• Minimum of 3 years of experience managing/leading an operations team
• Strong verbal and written communication skills
• Strong and creative presentation design capabilities
• Exhibits “big picture” strategic thinking capabilities
• Clearly demonstrates ability to lead, drive and inspire leaders to achieve results
• Strong analytical skills
• Ability to determine root cause and create effective action plans to close performance gap

Education

High School Diploma or GED

Anticipated Weekly Hours

40

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

What is A1A?

A1A is a fully integrated population health and customer service solution for large plan sponsors. Our embedded and customer-dedicated service, clinical, and rising risk pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our white-glove service and end-to-end ownership of member support creates a trusted partner in health. We are the premiere service and clinical offering for Aetna nation-wide and create industry-leading solutions for our customers and members.

The A1A Customer Service Supervisor will maintain oversight of functions in local service center, including but not limited to customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations. Executes local strategic and operational plan in support of business segment customer service objectives and initiatives. Plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Supervises a team of professional employees who handle inbound calls from members.

Normal business hours M-F 8:30-5:30

Leader expected to be in ongoing rotation of nights and Saturday coverage

Required Qualifications

• Minimum of 3 years of customer facing experience.
• Must be within 50 miles of New Albany - OH, Phoenix - AZ, or High Point - NC.

Preferred Qualifications

• Minimum of 3 years of experience managing/leading an operations team
• Strong verbal and written communication skills
• Strong and creative presentation design capabilities
• Exhibits “big picture” strategic thinking capabilities
• Clearly demonstrates ability to lead, drive and inspire leaders to achieve results
• Strong analytical skills
• Ability to determine root cause and create effective action plans to close performance gap

Education

High School Diploma or GED

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $76,500.00

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.

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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 05/14/2025

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

About the company

At CVS Health, we share a clear purpose: helping people on their path to better health. Through our health services, plans and community pharmacists, we’re pioneering a bold new approach to total health. Making quality care more affordable, accessible, simple and seamless, to not only help people get well, but help them stay well in body, mind and spirit.