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Position Summary

The Special Supplemental Benefits (SSB) team has an exciting opportunity within our Operations team. This role plays a critical part in ensuring our vendor call center partners deliver a high‑quality, compliant, and member‑focused experience for our Medicare population.

The person in this role will help operationalize, monitor, and continuously improve vendor call center performance by evaluating call quality, supporting first call resolution, and ensuring supplemental benefits and programs are clearly and accurately explained to our members. Through quality monitoring, documentation, and partnership with vendors, this role directly supports delivering an exceptional member experience.

Key Responsibilities

• Monitor and evaluate vendor call center interactions by listening to calls, scoring performance, and documenting quality observations.
• Ensure Medicare supplemental benefits and programs are accurately and consistently explained to members.
• Provide actionable feedback, education, and coaching to vendor partners and call center staff to improve quality and consistency.
• Track, document, and report quality, productivity, and performance trends against vendor Service Level Agreements (SLAs).
• Support departmental goals related to process controls, benefit and program policies, procedures, and adherence to applicable CMS guidance.
• Identify operational gaps and process improvement opportunities; partner with leadership to implement enhancements (e.g., knowledge articles, work instructions).
• Research and resolve identified call center concerns through targeted reviews or special projects.
• Take ownership and pride in delivering an exceptional, member‑centered experience.
• Support additional implementation or operational initiatives as assigned.

Required Qualifications

• 3+ years of Medicare customer service experience, with strong knowledge of Medicare call handling guidelines, policies, and procedures.
• 3+ years of experience researching and analyzing member issues.
• Strong interpersonal skills with the ability to work independently and collaboratively in a matrixed environment.
• Excellent written and verbal communication skills.
• Strong time management and prioritization abilities.
• Self‑starter with a positive approach to influencing behavior and driving change.
• Ability to flexibly support multiple vendors and adapt to changing business needs.
• Proficiency with Microsoft Office tools (Excel, Word, Outlook) and other computer‑based applications.
• Highly organized, detail‑oriented, and able to apply strong research and problem‑solving skills.
• Proven analytical skills with the ability to multitask while maintaining a strong focus on quality.
• Demonstrated commitment to customer service, with the ability to balance member needs and business objectives.

Preferred Qualifications

• 5+ years of experience researching and analyzing member issues.
• 3+ years of experience in training, coaching, or behavior change initiatives.
• 3+ years of experience supporting Quality Improvement initiatives.
• Bachelor’s degree.

Education

• High School Diploma or equivalent experience required.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $93,574.00

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 05/08/2026

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