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Associate Manager Health Services

Company: CVS Pharmacy
Location: Austin
Posted on: September 22, 2022

Job Description:

Job DescriptionPosition Summary: The Medicare Engagement Hub focuses on driving member engagement into Aetna's Care Management programs, while also delivering care services to members who do not need long term support but have immediate care needs. As Associate Manager working in the Medicare Engagement Hub, you will be responsible for the direct supervision and job performance of a remote based team of employees working to enroll and retain Medicare members in our various care management programs. The Associate Manager is responsible for the day-to-day operations, including responsibility for workflow adherence, oversight of metrics, call adherence, and quality reviews and coaching. You will also be responsible for overall team success with a focus on hiring, onboarding, continuous training, and overall performance management to include ensuring success with meeting individual and team metrics.Fundamental Components: Leads a high performing team by directing day-to-day work, ensuring productivity metrics are understood and met Responsible for the team's culture and success, deliberately facilitating team building and strong relationships across the team and being consistent with coach up opportunities at the individual team member level Provides guidance and serves as an expert resource to the team to drive the effective execution of business objectives - must know step by step workflow for the program they lead and continuously work to stabilize workflow delivery for each team member Delivers strong leadership through administrative tracking, such as team meetings, time and attendance, workload balance, team scheduling and associate performance Conducts individual and team quality audits, monitoring phone calls and documentation within the members health record, to ensure consistent adherence to policies and procedures Prepares, analyzes, and applies pertinent data, metrics, and reports to monitor and enhance quality, productivity, and assure adherence to policy and procedures (FMLA, attendance, Code of Conduct, performance improvement practices, disciplinary guidelines, etc.) Contributes to associates onboarding, coaching, and ongoing education to build individual and team competencies and performance Collects and analyzes real life examples in support of system, workflow, and reporting redesignPay RangeThe typical pay range for this role is:Minimum: 43,700Maximum: 97,400Please 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 3 - 5 years of supervisory experience strongly preferred in the areas of customer service, call center management, or health care Work-at-home, candidates must be in the Central or Eastern time zone and able to minimally flex hours to meet business needCOVID RequirementsCOVID-19 Vaccination RequirementCVS 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 4 - 6 years of experience in serving customers required Bilingual (Spanish) preferred Ability to demonstrate strong team building and collaboration skills required Flexibility to work one night/week until 8:00 pm and occasional other extended hours including weekends - standard business hours span from 8:00 am - 8:00 pm Ability to demonstrate excellent leader presence, customer service skills, and a demonstrated ability to deliver a positive member and associate experience Strong communication, organizational and problem-solving skills; demonstrated experience thriving in a fast-paced, ever-changing environment Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within a member's health record is highly desirable Ability to analyze and apply data, reports, and metrics to effectively manage performance, monitor trends and deliver outcomesEducation A Bachelor with applicable experience is strongly preferredBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Keywords: CVS Pharmacy, Austin , Associate Manager Health Services, Healthcare , Austin, Texas

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