At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.How will this role have an impact?The Diagnostic and Preventive Services (DPS) Provider Support team is responsible for enabling the successful execution of diagnostic tests completed as part of Signify's In Home Health Evaluation business. The Support Analyst function consumes, classifies, determines prioritization, and resolves a myriad set of issues ranging from real-time technical, training, and supply procurement issues. The Support Analyst will own ensuring test delivery equals compliant completion, with specific emphasis on determining and coaching the levers that qualify passing coding for each specific product within our DPS suite of offerings, many of which are in various stages of evolution and launch. A DPS Support Analyst will discern and select for leverage, a variety of reporting and tools to troubleshoot and resolve product support issues. They will isolate focus trends to inform and drive collaboration with Product Managers, Technical counterparts, Client Success and Clinical Leadership to deliver more efficient execution of activities in order to improve the provider, client and health plan member experience, while driving forward the evolving vision for Signify Health's DPS offerings. This role will meet our providers virtually in the field in their times of need, and be responsible for ensuring they can focus on providing optimal care for the health plan members they serve.
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This role will report directly to the Senior Manager, DPS Support.What will you do?
- Intake provider outreach, a suite of reporting and analytics, and other methods of work delivery to make critical decisions around prioritization of issues, needs, and opportunities; with the ability to decipher timing against urgency
- Contribute to the establishment and maintenance of comprehensive issue resolutions, solution design,and root cause analysis processes
- Confidently own a "book of business" and KPIs of each stage of resolution you own; execute against cross-departmental dependent activities and independently mitigate gaps
- Deliver an optimal provider and member experience through empathetic engagement, driven by urgency to resolve issues as quickly and thoroughly as possible
- Identify, test and resolve provider-facing product issues
- Discern and clearly document work through cases/tickets in a system of record
- Accurately complete investigation steps taken, with success measured in the accountability to their resulting outcomes, next steps and resolutions including comprehensive details of all communications
- Maintain and contribute to a comprehensive library of knowledge based documentation within a controlled document management system
- Confidently hold the position of product subject matter expert, working both up-cohort, and down with internal and external stakeholders to both address issues and recommend/implement enhancements
- The ability to decipher the correct pathways to escalate unresolved issues using thorough documentation, maintaining ownership of issue through to resolution
- Demonstrate accountability for ensuring all required response time SLAs and resolution time SLAs are met; inform and make recommendations on these SLAs as the business evolves or trends shift
- Establish and deliver provider performance reporting;conduct appropriate follow up on all coaching opportunities and technical issues
- Make critical decisions on how to improve diagnostic test completion rates, independently conduct root cause analysis on refusals;implement strategies to address issues as they're identified, and present recommendations on how to systematize proven solutions across the DPS department.
- Create and maintain provider pay for time spent training on DPS systems, serve as the subject matter expert for automated provider pay.
- Deliver ongoing training to providers on equipment and applicable systems.
- Develop exceptional working relationships with key stakeholders at all levels across Operations, Product and Client Success
- Own, monitor and take the necessary steps to improve operating metrics trends and results
- Ability to work irregular hours as needed and be an on-call escalation point for provider issues, including on holidays and weekends
- Located in DFW metro and able to be in office
- Positive attitude and a willingness to go above and beyond to provide an exceptional customer experience
- Relevant experience in customer service
- Proficiency with MS Office and Google Workspace
- Experience with cross-functional collaboration
- A strong desire for learning and professional growth
- Excellent verbal and written communication skills
- Ability to recognize, evaluate and solve complex problems, including internal and external escalations
- Understanding of key metrics and best practices for reporting and metric development
- Proven ability to prioritize with a team and advocate for priorities with other teams
- Ability to balance strong business capabilities and high business ethics with a commitment to clinical and service excellence
- Bachelor's degree in a related field or equivalent experience
- 2+ years in a support role in a corporate communication environment of a similar size/complexity (preferred)
- Login Issues
- Device technical issues
- Clinician coaching
- Error codes
As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members' needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make healthcare more personal, convenient and affordable.Signify Health, A CVS Health company, provides value-based care, reduces costs and improves outcomes for older adults. Our network of more than 12,000 clinicians across 50 states provides health risk assessments to health plan members. This brings clinicians into patients' homes to identify chronic conditions, help bridge gaps in care, address social and behavioral risk factors on health and improve members' engagement. Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:$21.10 - $40.90This 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 peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.