Specialist, Centralized Quality

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.

Role Description: 

The Specialist, Centralized Quality role is responsible for assessing the quality of the Centralized Contact Center (CCService) program.  The role monitors inbound and outbound calls, documentation, and other activities to assess a Service Advocate’s demonstration of service behaviors, technical accuracy, customer service performance, efficiency, and adherence to company policies, and programmatic workflows. The role will also provide analysis of feedback submitted from our field partners.  

Core Responsibilities: 

• Perform call, documentation, and other task monitoring and provide feedback on performance, all with appropriate discretion and professionalism

• Identify and provide suggestions on workflow improvement

• Investigate issues, taking proactive measure to correct issues

• Partner with various departments to minimize repeat errors

• Monitor and report trend data to the necessary parties

• Understand and identify customer service expectations and share gaps/trends with leadership

• Maintaining licensure and certification 

• Other duties as assigned.

Remote Work Requirements:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems

• Prior remote work experience

• Ability to obtain high-speed internet and hardwire equipment to router/modem

• Distraction-free and private remote work environment required as well as reliable dependent care during working hours

• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center

• Ability to participate in classroom-style remote training sessions

• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for? 

• At least 1 year minimum experience with Oak Street Health Centralized Call Center program (Level II and up)

• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs

• Demonstration of a strong desire to learn and grow in their role 

• 1+ year of Quality Assurance experience preferred

• High school diploma or equivalent required; Undergraduate degree preferred

• Proficient with technology, software applications, and phone systems

• Exceptional verbal and written communication skills

• Demonstrated ability to meet and/or exceed determined performance goals

• Strong working knowledge of MS Office and Google documents/spreadsheets

• Spanish speakers preferred, but not required

• US work authorization

• Someone who embodies being "Oaky"

What does being “Oaky” look like? 

• Radiating positive energy 

• Assuming good intentions 

• Creating an unmatched patient experience 

• Driving clinical excellence 

• Taking ownership and delivering results 

• Being relentlessly determined 

Why Oak Street Health?

Oak Street Health is on a mission to "Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all

interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $31.30

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.  
 

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 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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 10/01/2025

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