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 improve OKR’s & patient experience
• Lead team recognition efforts and contribute to building/maintaining a positive culture

This role reports to the Director, Service Delivery

What we’re looking for

We’re looking for motivated, patient-focused leaders with:

• Desire to lead a team

• A flexible and positive attitude
• Communication proficiency
• Organization skills
• Outstanding phone demeanor and etiquette
• High level of integrity
• Computer proficiency including Google Docs and Sheets
• Problem Solving/Analysis
• Proven success in the supervisory role
• Someone who embodies being “Oaky”. What it means to be OAKY:
  • Creating an unmatched patient experience
  • Driving clinical excellence
  • Taking ownership and driving for results
  • Being scrappy
  • Radiating positive energy
  • Assuming good intentions

Why Oak Street?

Oak Street Health offers our coworkers advantages that can’t be found in other workplaces, including:

• The opportunity to be part of a hyper-growth company, focused on changing the future of healthcare.
• Paid vacation/sick time and holidays, as well as health, dental and vision insurance, retirement options
• Brand new, beautiful working environment
• Supportive and fun culture
• High levels of responsibility and rapid advancement
• Opportunity to be at the forefront of a revolution in healthcare

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

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

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

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