We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Supervisor, Member Engagement Customer Service Coordination

Role Overview

The Supervisor, Member Engagement Customer Service Coordination manages the daily operations of the Care Coordination team, acting as a critical leader in pioneering new product integrations, workflows, and strategic projects. This role fosters robust cross-functional collaborations to enhance care pathways for a diverse membership base, ensuring high-quality service delivery between the Member Engagement team, health plans, and physician practices. The ideal candidate combines operational excellence with strategic thinking to drive results in a fast-paced environment while leading a team of coordinators toward departmental success.

Key Responsibilities

Strategic Leadership and Innovation

Strategic Growth: Spearhead the year-over-year expansion of the Care Coordination team to meet evolving client demands and achieve organizational goals.

Product Innovation: Pioneer product integrations and lead the implementation of pilot programs to scale business into new areas while maintaining project integrity.

Stakeholder Management: Act as a key stakeholder for departmental initiatives, weighing pros and cons of proposed changes and assisting in crucial decision-making prior to full-scale rollouts.

Partnership Management: Orchestrate complex cross-functional workflows between Signify Health, CVS, and Oak Street Health to enrich care pathway diversity and improve member outcomes.

Operational Excellence

Workforce Optimization: Implement data-driven workforce models to optimize call center operations, ensuring consistent achievement of Service Level Agreements (SLAs) across various time zones.

Risk Mitigation: Proactively identify potential risks and develop innovative strategies to solve complex problems, translating challenges into strategic opportunities.

Performance Tracking: Document project scope, forecast SMART metrics (Specific, Measurable, Achievable, Relevant, Time-bound), and present periodic updates to senior leadership.

Quality and Compliance: Conduct quality audits for coordinators, monitor departmental KPIs, and ensure strict adherence to security and privacy standards for protected health information.

Team Development and Management

Talent Acquisition: Manage common recruiting practices, including screening, interviewing, and hiring new coordinators.

Leadership Coaching: Develop and implement comprehensive leadership coaching programs focused on performance enhancement and fostering a high-performing team culture.

Training and Upskilling: Create and implement training materials for new hires and conduct periodic upskilling or retraining sessions for the coordination team.

Team Engagement: Develop team engagement activities and monthly incentives to motivate and coach team members toward departmental goals.

Core Operational Activities

Member Advocacy: Oversee team efforts to assist health plan members with PCP connections, mammogram and vaccination scheduling, and enrollment in mail-order prescription programs.

Systems Management: Leverage multiple internal and external systems—including Salesforce, EMRs, and auto-dialing technology—to monitor workloads and productivity.

Script Development: Assist in drafting regulated, client-approved scripts and ensure the team utilizes them effectively for consistent member interaction.

Daily Support: Support business needs by handling escalations and conducting manual or telephony-driven calls (potentially managing 300+ daily for the team) as required.

Candidate Qualifications

Education: Bachelor's degree preferred, or equivalent experience.

Experience: 3–5+ years in a high-volume call center/production environment.

Leadership: 2 years minimum supervisory experience required.

Technical Skills: Expertise in G-Suite, Salesforce reporting, WFM systems and Five9.

Analytical: Proven ability to interpret data and implement data-driven solutions.

Soft Skills: Strong critical thinking, multitasking, and interpersonal communication.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $85,068.00

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. 
 

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 08/21/2026

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