Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives in a high-volume contact center
Monitor and improve operational KPIs including service level, quality, customer satisfaction, productivity, adherence, attendance, and first call resolution
Provide coaching, feedback, and performance management
Support frontline colleagues with real-time guidance on complex inquiries, escalations, systems navigation, policies, procedures, and knowledge resources
Manage and resolve escalated customer concerns received through phone, email, Executive Office, internal business partners, and external vendors
Promote exceptional customer experiences while balancing customer needs with business objectives
Foster an inclusive, collaborative, and engaging team culture
Ensure compliance with CVS Health policies, HIPAA, and applicable state, federal, and regulatory requirements
Identify operational trends, customer pain points, and process improvement opportunities
Coordinate clinical and non-clinical interventions and resource allocation with leadership
Manage daily operations while balancing quality, efficiency, and customer experience
Maintain confidentiality when handling sensitive customer, patient, and business information
Partner with Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management
Communicate organizational updates, process changes, technology enhancements, and priorities through meetings, huddles, coaching sessions, and colleague communications
Analyze operational performance and recommend improvement strategies
Promote accountability, innovation, adaptability, and continuous learning
Requirements:
Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance
Active Pharmacy Technician license in state of residence
Ability to obtain Rhode Island Pharmacy Technician license through application and fee
Minimum of one consecutive year experience in customer service
Ability to maintain a consistent, reliable, and stable internet connection
Internal colleagues must be in good standing to be considered
1+ year(s) of experience in retail healthcare, preferably in a high-volume call center
2+ years of leading, coaching, and developing teams
1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint
Experience using call center technologies/applications such as Verint, Avaya, or IEX
Experience working with data and analytics
Organized and high energy
High School diploma, GED, or equivalent work experience is required
Pharmacy Technician license
Benefits:
CVS Health bonus, commission or short-term incentive program in addition to base pay
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being
Comprehensive benefits package for eligible full-time colleagues