Associate Manager, CCService

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Company: Oak Street Health

Title: Sr. Supervisor, Service Excellence Contact Center

Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street’s care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients’ health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit http://www.oakstreethealth.com.

Role Description:

The Service Excellence Contact Center Team Supervisor helps us meet our goal of successfully managing the comprehensive care of all of our patients. Your role is to help us deliver that type of care for our patients. You will be responsible for providing quality and efficient service to patients through the daily supervision of a team of advocates within your region, to include monitoring, motivating, recognizing, coaching, counseling, training, and resolving patient issues when possible, and communicating patient needs and requests to the care teams in the clinics. Additionally, the position is responsible for assisting the manager with development, analyses, and implementation of staffing, scheduling and reward/recognition programs.

Specific responsibilities include:

• Supervise a team of 15-18 and is responsible for the performance management in collaboration with the manager of the team to deliver an unmatched patient experience and achieve contact center metrics

• Provides daily direction and communication to advocates so that patient calls are answered in a timely, efficient, and knowledgeable manner

• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external staff

• Provides statistical and performance feedback, and coaching on a regular basis to each team member in their assigned region

• Writes and administers performance reviews for skill improvement

• Ensures advocates have appropriate training and other resources to perform their roles

• Ability to multi-task, prioritize, and manage time effectively

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level

• Works as a member/leader of special or ongoing projects that are important to area/process development

• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives

• Uses appropriate judgment in upward communication regarding department or agent concerns

• Lead special projects as necessary and collaborates with field partners

• Acts as a mentor and coach to other CC Service supervisors

• Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience.

• Coaching and developing advocates, monitoring calls, driving results and team member engagement

• Acts as a subject matter expert for other supervisors, expert at closing skills gaps

• Project leadership skills

• Liasion between CC Service team and Quality Assurance/Issue Resolution team

• Proactively identifies process gaps and recommends solutions

• Innovation

• Cohesive

• Generates and implements ideas to improve OKR’s & patient experience

This role reports to the Service Excellence Contact Center Manager

What we’re looking for

We’re looking for motivated, patient-focused leaders with:

• Desire to lead a team

• A flexible and positive attitude

• Communication proficiency

• Organization skills

• Outstanding phone demeanor and etiquette

• High level of integrity

• Computer proficiency including Google Docs and Sheets

• Problem Solving/Analysis

• Someone who embodies being "Oaky". What it means to be OAKY:

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and driving for results

  • Being scrappy

  • Radiating positive energy

  • Assuming good intentions

Why Oak Street?

Oak Street Health offers our coworkers advantages that can’t be found in other workplaces, including:

• The opportunity to be part of a hyper-growth company, focused on changing the future of healthcare.

• Paid vacation/sick time and holidays, as well as health, dental and vision insurance, retirement options

• Brand new, beautiful working environment

• Supportive and fun culture

• High levels of responsibility and rapid advancement

• Opportunity to be at the forefront of a revolution in healthcare

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$46,988.00 - $102,000.00

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 09/29/2025

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