May 30, 2020

Specialty Customer Service Manager

  • Professional Diversity Network
  • Monroeville, PA, USA

Job Description

CVS Health

Job DescriptionCVS Health has an exciting opportunity for a Call Center Manager to join our growing Specialty Pharmacy in Monroeville, PA. As the Specialty Call Center Manager you will have the ability to direct and lead the activities of the Customer Service Department or Customer Service focused teams to ensure that calls are accepted and placed in a professional and timely manner to ensure that patient questions regarding financial commitments are answered and payments are applied accurately and timely to achieve extraordinary customer service and business profitability. You will also be responsible for ensuring that the activities of the Customer Service Department support the goals and objectives of the entire Pharmacy Operation to ensure that prescription orders and patient requests are processed accurately and efficiently. The Call Center Manager will possess excellent communication, organizational, and interpersonal skills and will need to interact with all levels of personnel, patients and physicians. Project management and implementation skills and beneficial in this role.- Manage the departmental budget (control payroll, overtime, outside labor, etc.) - Manage the Cost Per Order to ensure profitability throughout the process. - Meet or exceed Customer Service operational goals and statistics. * Ensure efficient "throughput" of work within and across the department. - Ensure that account and customer information/updates on orders are communicated to the other Operation Departments for timely filling/shipping. - Facilitate communication for problem resolution and changes occurring in the organization that may impact the workflow of the Pharmacy. - Oversee compliance with State and Federal regulations for department. * Ensure on-going process improvement in department is taking place. - Utilize knowledge of industry technology solutions to recommend products to increase efficiency, improve customer service, improve quality, and/or decrease costs. - Meet with managers and directors of across other departments to discuss cross-departmental issues and find solutions. - Monitor projects and work with staff to find opportunities to participate in or take leadership roles in a special project. - Communicate changes within department to all other areas of business. Attention to customer focus to ensure patients are responded to with accurate and timely information. Ability to work in teams and oversee work efforts. - Provide team motivation and management direction to staff to promote teamwork and customer service. * Provide education/training opportunities to allow personal growth including professional, timely training of new associates.- Work with the Training and Quality department for methods to increase associate satisfaction and retention through feedback and ongoing training. - Utilize the work management and audit capabilities of the system to evaluate performance. Generate appropriate reports to support departmental goals and activities.Required Qualifications- Minimum 5 years of management experience- At least 2 years of customer service, call center or pharmacy management experiencePreferred Qualifications- Experience with prescription and major medical benefits related to pharmacy products a plus- Strong understanding of medical collections, billing and/or medical insurance is a plusEducation- Bachelors degree from an accredited college or equivalent work experience is requiredBusiness OverviewIt's a new day in health care. Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all. At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country's health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability. CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site. We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511. If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or



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