Phoenix, Arizona

Job Description
As the Call Process Manager for the FEP team you will manage call process programs and procedures that generate value for FEP and Caremark. You will implement processes that deliver the highest quality care and customer service to patients and physicians and seek efficiencies to streamline procedures and improve the profitability of the FEP PA program. Your work will also have a strong focus on the development, implementation, and management of quality measures within the FEP PA call process function. Additionally, you will assist in the development and implementation of processes that support FEP’s Prior Authorization (PA) Unit. Some of your key responsibilities will include:
- Managing a team of call center supervisors promoting professional development and resolving conflict in timely manner
- Oversee the training and development team
- Effectively communicating, developing, implementing, and mentoring your team to ensure that we meet or exceed client service guarantees
- Pro-actively seeking out projects and efficiencies that generate improvements to process and value to client, leading all aspects of implementation and rollout of new improvements
- Ongoing effective communication with the leadership and staff across FEP
- Maintaining appropriate staffing levels including partnering with HR and Talent Acquisition
- Coordinating training dates as needed to ensure service levels are met

Required Qualifications
* At least 5 years of Call Center, or Call Process Experience
* 3 or more years of direct or indirect leadership experience

Preferred Qualifications
* Experience in utilizing sound business judgment as it relates to identifying and resolving problems or issues
* Proven ability to manage a large team of individuals to successful outcomes.
* Experience in a managed care setting
* PC literacy

* High School Diploma or GED Required
* Bachelors Degree preferred

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. See Job Description

Phoenix, Arizona

Continue serving and work with a purpose

As a CVS Health colleague, you'll find career opportunities across the organization and at every stage of your career. More important, your work will have an impactful purpose on someone's life, including your own. Learn more about how you can continue serving on your next mission at CVS Health.

Careers for Veterans and Military Spouses


"The military has an ethos that is grounded in purpose-driven service that’s bigger than the individual. The same holds true for us at CVS Health. You can talk to colleagues in any part of our business and they will be able to articulate our company’s purpose. Working here provides an opportunity for service members and military spouses to continue to serve, just in a civvies."

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