Supervisor of Referral Services

About the Role

Oak Street Health, part of CVS Health, is a rapidly growing primary care center for adults on Medicare. We are building a world of health around every individual, shaping a more connected, convenient, and compassionate health experience.

Position Summary

The TPS Team Supervisor helps manage the comprehensive care of patients by supervising a team of TPS specialists. This role delivers quality and efficient service, monitors, motivates, coaches, trains, and resolves patient issues, and communicates patient needs to care teams. The position also assists the manager with the development, analysis, and implementation of staffing, scheduling, and reward/recognition programs.

Key Responsibilities

• Supervise a team of 15-18 and manage performance in collaboration with the manager to achieve contact center metrics.
• Provide daily direction and communication to advocates for timely, efficient, and knowledgeable patient call handling.
• Continuously evaluate processes and procedures, suggesting methods to improve operations, efficiency, and service.
• Provide regular statistical and performance feedback and coaching to each team member.
• Write and administer performance reviews for skill improvement.
• Ensure advocates have appropriate training and resources.
• Create and maintain a high-quality work environment to motivate team members.
• Lead special projects and collaborate with field partners.
• Act as a mentor and coach to other service delivery supervisors.
• Partner with colleagues to reach and maintain target metrics.
• Coach and develop advocates, monitor calls, drive results, and foster team member engagement.
• Act as a subject matter expert for other supervisors and close skill gaps.
• Serve as a liaison between the TPS team and the Quality Assurance/Issue Resolution team.
• Proactively identify process gaps and recommend solutions.
• Generate and implement ideas to improve OKRs and patient experience.
• Lead team recognition efforts and contribute to building/maintaining a positive culture.

Requirements & Tech Stack

• Ability to multitask, prioritize, and manage time effectively.
• Computer proficiency including Google Docs and Sheets.
• Communication proficiency.
• Organization skills.
• Outstanding phone demeanor and etiquette.
• High level of integrity.
• Problem Solving/Analysis.
• Project leadership skills.
• Innovation.
• Work collaboratively with colleagues and peers.

Qualifications

• Desire to lead a team.
• A flexible and positive attitude.
• Proven success in the supervisory role.
• Someone who embodies being "Oaky":
• Creating an unmatched patient experience.
• Driving clinical excellence.
• Taking ownership and driving for results.
• Being scrappy.
• Radiating positive energy.
• Assuming good intentions.

Benefits

• Opportunity to be part of a hyper-growth company focused on changing healthcare.
• Paid vacation/sick time and holidays.
• 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 healthcare revolution.
• Comprehensive benefits package designed to support physical, emotional, and financial well-being.