Associate Manager CCService
Associate Manager CCService
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$ 46988 - 102000
1 Vacancy
Job Description
At CVS Health were building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nations leading health solutions company we reach millions of Americans through our local presence digital channels and more than 300000 purposedriven 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.
Company: Oak Street Health
Title: Sr. Supervisor Service Excellence Contact Center
Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medicallyunderserved communities where there is little to no quality healthcare. Oak Streets care is based on an entirely new model that is based on value for its patients not on volume of services. The company is accountable for its patients health spending more than twice as long with its patients and taking on the risks and costs of their care. For more information visit .
Role Description:
The Service Excellence Contact Center Team Supervisor helps us meet our goal of successfully managing the comprehensive care of all of our patients. Your role is to help us deliver that type of care for our patients. You will be responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within your region to include monitoring motivating recognizing coaching counseling training and resolving patient issues when possible and communicating patient needs and requests to the care teams in the clinics. Additionally the position is responsible for assisting the manager with development analyses and implementation of staffing scheduling and reward/recognition programs.
Specific responsibilities include:
Supervise a team of 1518 and is responsible for the performance management in collaboration with the manager of the team to deliver an unmatched patient experience and achieve contact center metrics
Provides daily direction and communication to advocates so that patient calls are answered in a timely efficient and knowledgeable manner
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations efficiency and service to both internal and external staff
Provides statistical and performance feedback and coaching on a regular basis to each team member in their assigned region
Writes and administers performance reviews for skill improvement
Ensures advocates have appropriate training and other resources to perform their roles
Ability to multitask prioritize and manage time effectively
Creates and maintains a highquality work environment so team members are motivated to perform at their highest level
Works as a member/leader of special or ongoing projects that are important to area/process development
Establishes work procedures and processes that support the company and departmental standards procedures and strategic directives
Uses appropriate judgment in upward communication regarding department or agent concerns
Lead special projects as necessary and collaborates with field partners
Acts as a mentor and coach to other CC Service supervisors
Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience.
Coaching and developing advocates monitoring calls driving results and team member engagement
Acts as a subject matter expert for other supervisors expert at closing skills gaps
Project leadership skills
Liasion between CC Service team and Quality Assurance/Issue Resolution team
Proactively identifies process gaps and recommends solutions
Innovation
Cohesive
Generates and implements ideas to improve OKRs & patient experience
This role reports to the Service Excellence Contact Center Manager
What were looking for
Were looking for motivated patientfocused leaders with:
Desire to lead a team
A flexible and positive attitude
Communication proficiency
Organization skills
Outstanding phone demeanor and etiquette
High level of integrity
Computer proficiency including Google Docs and Sheets
Problem Solving/Analysis
Someone who embodies being Oaky. What it means to be OAKY:
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and driving for results
Being spy
Radiating positive energy
Assuming good intentions
Why Oak Street
Oak Street Health offers our coworkers advantages that cant be found in other workplaces including:
The opportunity to be part of a hypergrowth company focused on changing the future of healthcare.
Paid vacation/sick time and holidays as well as health dental and vision insurance retirement options
Brand new beautiful working environment
Supportive and fun culture
High levels of responsibility and rapid advancement
Opportunity to be at the forefront of a revolution in healthcare
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$46988.00 $102000.00This pay range represents the base hourly rate or base annual fulltime 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 shortterm 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.
Nocost 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 anticipate the application window for this opening will close on: 09/29/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal state and local laws.
Required Experience:
Manager
Employment Type
Full-Time
