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COBRA and Direct Billing Supervisor

at CVS Health

Posted: 10/9/2020
Job Reference #: 73588BR
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Job Description

Job Description
The COBRA and Billing Service Team Associate Director will manage the overall quality of the COBRA and Direct Billing member and bswifter experience. This individual will be responsible for staffing, developing and overseeing staff performance, resolution of participant issues, monitoring participant interactions (calls and emails) for quality, providing coaching and feedback,gathering data for a sub-section of the COBRA and Billing Service Team and report results to the leadership team, and other operational tasks.

Fundamental Components
Responsibilities include, but are not limited to:
·Continually update governance, product and service documentation as requirements change each year or as often as needed (this includes COBRA/DB Team best practice documentation, playbooks, project plans, etc.)
·Serve as a COBRA and Direct Billing system expert by helping to manage and provide technical guidance during client/vendor implementations; manage ongoing maintenance/updates to client/vendor plans and materials; audit and test plans and materials
·Lead a team to meet client/bswift/vendor deliverables; including, but not limited to:
o Seeking global solutions that will help deliver a seamless best practice solution across the COBRA/DB organization
o Creating and maintaining documentation
o Configuring system as needed for annual benefit program changes/acquisitions
o Executing on non-automated service delivery processes to satisfy scope requirements
o Researching and resolving vendor/client inquiries regarding system and process issues
·Executes plans to continually improve customer satisfaction and overall quality
·Identifies training needs and ensures delivery
·Ensures the balance of work among staff
·Identifies and makes recommendations on system and process improvements
·Supports Billing Service Team members with system, policy, program and procedure knowledge
·Monitor, measure, report and coach staff regarding individual performance and teamwork
·Responsible, with other Billing Services leaders, for interviewing and selecting staff, conducting performance and salary reviews and driving the performance management process when required to address performance deficiencies.
·Executes side by side and impromptu coaching of team members (including silent monitoring)
·Gather data and report to Director regarding team metrics
·Occasional travel to Chicago required

Background Experience
5+ years account management or industry experience. Bachelor's degree desired or equivalent work experience.
·Model exceptional customer service skills and develop others
·Confident, positive attitude, team leader
·Interact and work cooperatively with others
·Work well in a fast paced environment
·Strong problem solving and decision making skills
·Strong computer skills

Education
Bachelor's degree or equivalent experience

Percent of Travel Required
0 - 10%

Business Overview
At Aetna, a CVS Health company, 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 are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. 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.

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!