Supervisor of Referral Services

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary 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 TPS 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 TPS specialists 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 multitask, 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 service delivery supervisors • Partner with colleagues to reach and maintain 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 • Liaison between TPS team and Quality Assurance/Issue Resolution team • Proactively identifies process gaps and recommends solutions • Innovation • Work collaboratively with colleagues and peers   • Generates and implements ideas to