Bring your heart to CVS Health. Every 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.

Position Summary
As a Specialty Customer Service Manager, you will provide leadership, guidance, and manage the operations of assigned Pharmacy Service Representative team(s) in a manner that promotes reliable and cost-effective pharmacy utilization management services within applicable state, federal and accrediting standards. Furthermore, you will be responsible for helping to create, maintain, update, review, and analyze pharmacy operating metrics. Other critical components of this role include being involved in design, execution and management of new programs, processes and initiatives; problem solving and involvement in resolution of issues to ensure continuous improvement; and working with internal and external business leaders to achieve goals, process improvements, support business growth, and development initiatives. Also you will provide the necessary technical expertise to support projects, address plan members, and regulatory issues and initiatives pertinent to the prior authorization and/or appeals unit.

Additional Responsibilities Include:

- Maintain a positive environment for successful compliance with EEO/AAP objectives

- Responsible for hiring, training, coaching and monitoring performance of departmental personnel

- Determine staffing requirement for the department

- Ensure processes, procedures, work instructions, job aids and training are in place and maintained

- Work across boundaries with other lines of business

- Ensure department leadership team and staff understand and execute all operational and business requirements
Required Qualifications
- 5 years or more of management experience

- 2 years of customer service/call center management experience

- Pharmacy Technician License based on applicable state licensing requirements
Preferred Qualifications

- Benefit Verification experience is preferred

- Excellent communication, organizational, and interpersonal skills ability to interact with all levels of personnel, patients and physicians

- Knowledge of the operation of ACD phone systems, quality monitoring/recording systems and processes as well as experience with workforce management software and ideologies

- Advanced analytical and problem solving skills

- Project management and implementation skills

- Ability to work independently and to be self-directed

- Manage the departmental budget (control payroll, overtime, outside labor, etc.) - Manage P & L to ensure profitability throughout the process

- Experience with prescription and major medical benefits related to pharmacy products a plus

- Experience with Specialty therapies and health products
Education

- Bachelor's degree from an accredited college or equivalent work experience is required

Pay Range

The typical pay range for this role is:

This 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 jobs.CVSHealth.com/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.