The Senior Coordinator of Client Support Work Force Management Quality is an important line of contact with our new hires, tenured representatives, Sr. Reps and leadership teams within the Client Support locations to include Pittsburgh, San Antonio, Nashville and Phoenix. They set the tone for how our representatives service our clients with real time monitoring, ensuring correct aux code selections in all systems to ensure schedule adherence is being followed the same way by all agents in all sites and lines of business. The Senior Coordinator of Client Support WFM Quality will also provide additional support with administrative functions within the Client Support department and to increase quality and efficiencies in all lines of business (Employer, Medicare-D (EGWP) and FEP) and locations of Client Support. This position will work closely with the Senior Reps and leadership team in learning and developing the proper skills for potential growth into a supervisory role.
The Senior Coordinator of Client Support WFM Quality promotes a positive team environment, and has a complete understanding of workflow processes and systems utilized within Client Support.
Scheduled Hours for this position: Monday – Friday 9:00am – 5:30pm MST. (Occasional need for scheduled overtime, weekend and holidays as determined by business need -EX: “Welcome Season”.) Full Time Work from home with in-office when needed.
Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 33.65
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
1+ year(s) tenured experience in call center and health care production.
High level time-management skills
High level organization skills
High level of communication skills – verbal as well as written
COVID Requirements
COVID-19 Vaccination Requirement
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.
Preferred Qualifications
1+ year(s) related to Workforce Management – scheduling, real time monitoring (Avaya/Moxie) and Salesforce case assignment.
1+ year (s) prior experience in a leadership role.
Completion of higher level of education including Associates /Bachelor’s Degree and/or Specialized training.
Education
Verifiable High School Diploma or GED is required.