Description 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 Client and Colleague Support Lead, you will work closely with the Supervisor and Senior Assistants to manage any member grievances escalated by the Health Plan. As a Lead you are responsible for ensuring superior service for our clients by providing information, feedback and resolutions to their requests and inquiries. You will support the team as needed and ensure all team members are performing and completing all required tasks. It’s part of the Supplemental Benefits Team duties to complete member tickets (reimbursement and replacement card), Escalation emails, HP follow up comments, and other offline work (address validation and returned mail) within 24-48 hrs. The ideal candidate must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced, dynamic environment. This role requires strong leadership with high caliber organizational skills, as well as highly effective written communication skills that are representative of CVS Health.  The Lead will also create and support a culture of inclusion and diversity, ensuring all actions are in complete alignment with CVS practices, policies, and values as well as state, federal and regulatory requirements. The hours of operation are Monday – Friday, between the hours of 8am to 6pm ET. We are looking to fill our remaining lead role out of our Cumberland, RI office, 5 days a week, to lead our physical mail agents. Required Qualifications 1+ years of experience in retail healthcare, preferably in a high-volume call center 1+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint Strong comprehension, critical thinking, and problem-solving skills with the ability to think under pressure Strong oral and written skills with emphasis on grammar, editing and proofreading skills Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up Ability to interact across all levels of management Ability to work onsite in our Cumberland, Rhode Island office, 5 days a week Preferred Qualifications Bilingual in Spanish Previous leadership experience 1+ years in training delivery, public speaking, or other comparable experience (facilitation, presentation, and e-learning) Experience in call center technologies/applications Education Verifiable High School diploma, GED, or equivalent work experience Pay Range The typical pay range for this role is: $18.50 – $38.82 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 Benefits | CVS Health We anticipate the application window for this opening will close on: 11/11/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.