CVS Health

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Real Time Adherence Coordinator- Resource Planning

at CVS Health

Posted: 6/7/2019
Job Reference #: 1014960BR

Job Description

Job Title :
Real Time Adherence Coordinator- Resource Planning
Job ID :
Location :
TX - San Antonio|IL - Northbrook|AZ - Phoenix|MI - Troy
Street Address :
7950 Floyd Curl Dr. Ste 106
Category :
Administrative|Customer Service|Analytics
Description :
Job Description
The Resource Planning Coordinator is responsible for monitoring and managing the call queues to maintain service level performance at or above 80%. This includes monitoring specific clients and vendor performance as well as the universal queues and making adjustments, decisions and recommendations as needed. The team will be the conduit for information and intra-day and real-time performance of the overall business, including internal site and external vendors. They will engage management and the vendors to gather information and provide direction to keep the business in line with service level performance goals. They will be the central point of contact to handle communication and action plans around any contingency driving issue (system/site down: weather issue; high call volume; etc.)

Required Qualifications
*Required Qualifications
Minimum 6 month of experience in a high volume customer service or call center setting.
- Excellent analytical, written and verbal skills
- Good Attendance
- Ability to work independently
- Ability to manage multiple task/projects
- Analytical thinker
- Self starter
- Knowledge of call queues and/or systems used to manage those systems
- Strong proficiency in MS-Excel, Proficiency in all MS-Office applications

Preferred Qualifications
1-2 years experience scheduling, forecasting or workload capacity analysis to include intermediate utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems.

High School Diploma or GED required. College degree or equivalent experience desired.

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. 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. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!