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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.
Position Summary
The Senior Coordinator Quality is responsible for conducting call monitoring and auditing of member calls related to executive level member issues/complaints across multiple PBM lines of business. Responsible for monitoring and assessing appropriate Policy & Procedures as well as instruction provided through TheSource to ensure compliance as appropriate to reviewed interactions. Provides feedback regarding calls reviewed as well as raises identified trends. Identifies root cause of quality defects and makes recommendations to prevent member disruption and enhance business processes and tools. Utilizes quality methodologies, practices and techniques. Identifies root cause of addressed member concerns as well as internal process gaps. Able to suggest potential solutions to enhance member experience.
Additional responsibilities include but not limited to the following:
- Drives quality initiatives by requiring adherence to quality assurance policies and procedures while developing quality standards, processes, and new models.
- Monitors and inspects measures to verify or improve the company’s final products and processes in order to meet established quality standards.
- Conducts investigations to identify the root cause of problems and implement corrective actions that address quality-related findings.
- Analyzes Key Performance Indicators (KPIs) in order to assess statistical trends and ensure compliance with the company's regulatory, safety, quality, and confidentiality protocols and standards.
- Maintains complaint management processes while reviewing, investigating, and responding to complaints made by customers or third parties.
- Performs supplier audits (remote or on-site) to identify nonconformance issues and monitor any supplier corrective actions.
- Monitors and evaluates the quality of customer interactions, providing feedback and coaching to representatives that drives continuous quality improvements.
- Conducts regulatory and quality training sessions to ensure that junior team members are properly equipped.
- Performs regular inspections and reviews to ensure employees adhere to quality and safety policies.
Required Qualifications
- 2 years Customer Care experience and/or prior experience on the Customer Care Quality team
Preferred Qualifications
- Associates Degree
Education
High school diploma or equivalent GED.
Pay Range
The typical pay range for this role is:
$18.50 - $31.72This pay range represents the base hourly rate or base annual full-time 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 short-term incentive program in addition to the base pay range listed above.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.