Supervisor, Member Engagement Service

Skip to main content - DescriptionWe’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 CoordinationRole OverviewThe 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 ResponsibilitiesStrategic Leadership and InnovationStrategic 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 ExcellenceWorkforce 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 ManagementTalent 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 ActivitiesMember 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...