Social Care Call Center Manager

Job DescriptionPosition SummaryThe Social Care Manager will report into Medicaid Product and will manage Medicaid's Social Care team. This position is responsible for the execution of all Call Center KPIs for the Social Care Call Center that provides wrap around SDOH services that will assist with closing care gaps and improving HEDIS scores. Core duties include management and leadership of SDOH processes, KPIs, quality management, recruiting, coaching, and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.Position Responsibilities Act as a subject matter expert by providing training, coaching, and responding to complex issues. Maintain Service Levels and service delivery. Manage metrics, ensuring member satisfaction and reporting statistical performance levels related to the Call Center. Assist in the development of SOPs & policies which govern execution of processes to increase efficiency and effectiveness. Assist in the coordination of analytic, strategic, and technical resources to meet member and market expectations. Attract and retain highly effective call center staff through mentoring, coaching, development, appraisal, and motivation techniques. Plan strategies and action plans to resolve performance barriers when required. Should have a strategic approach with the ability to see the “big picture” and interpret environmental and organizational changes and their impact on the organization. Working with key stakeholders within the organization will be necessary for success and traction. Explore new approaches to work processes by utilizing process improvement techniques to eliminate waste and re-work. Maintain effective internal Quality Assurance (QA) programs to evaluate current processes while fostering continuous improvement opportunities.Pay RangeThe typical pay range for this role is:Minimum: 60,300Maximum: 126,600Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required QualificationsPosition Requirements 2+ Years Leadership Experience and 5+ Years Call Center Experience The right candidate will be flexible, action & result oriented self-starter. Ability to work efficiently in a high demand, team oriented, and fast-paced environment. Effective communicator with relationship building and interpersonal skills. Strategic and strong analytics An independent thinker with the conviction and entrepreneurial spirit to manage the function and business in a hands-on manner and the ability to work in a fluid and rapidly changing environment. Communication - Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the “consumer voice.” Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives is required.Preferred QualificationsAn independent thinker with the conviction and entrepreneurial spirit to manage the function and business in a hands-on manner and the ability to work in a fluid and rapidly changing environment. Communication - Clear, concise, compelling, honest, and two-way; able to strongly influence decision-makers, based on a commitment to the “consumer voice.” Excellent interpersonal skills with strong teamwork orientation and proficiency and relationship-building with senior executives is required.EducationThe highest level of education desired for candidates in this position is a bachelor's degree or equivalent experience.Business OverviewBring 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected 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.

Created: 2025-10-04