Senior Client Support Representative

Location: Arizona

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.

The Senior Client Support Representative serves as a critical liaison within the Client Support organization, ensuring the consistent delivery of high-quality training and support to both new hires and tenured specialists. This individual contributor role is responsible for identifying training needs, updating instructional materials, and facilitating learning through a variety of delivery methods, including virtual classrooms, simulations, and digital  addition to leading training initiatives, the incumbent provides subject matter expertise to support issue resolution, contributes to the continuous improvement of learning programs, and participates in cross-functional projects.

This position plays a vital role in shaping the experience of both internal staff and external clients by ensuring timely and accurate dissemination of information in a dynamic, team-oriented environment.

Key Responsibilities of the Senior Representative:

Manage and maintain department training programs, including new hire onboarding.

Prepare monthly meetings for department focused on upskill training the department.

Coordinate feedback surveys to assess training program effectiveness and identify areas for improvement.

Collaborate with department leaders to identify and address training gaps.

Update and maintain training curricula to ensure relevance and accuracy.

Proactively recommend and implement changes to training programs as needed.

Track and analyze training data to identify trends and measure program success.

Step in to facilitate leadership and trainer development courses as required.

Develop appropriate documentation for work processes, such as job aids, work instructions, quick reference guides, and simulations.

Create and send colleague-level and leader-level communications as needed for system enhancements and other changes that impact new hire curricula and resources.

Conduct regular audits of training materials, work instructions and processes to ensure compliance with company policies and standards.

Support cross-departmental projects by providing training expertise and ensuring smooth integration of new processes or tools.

Organizes continuous learning and professional development opportunities to help department stay updated on changes in the Prescription benefits industry.

Supports via communication modules, desk drops, regarding changes in the Prescription benefits industry to expand the knowledge and skillset of supporting teams.

Assists with research of escalated client/AM concerns.

Supports questions from supporting teams on processes and procedures.

The Client Support Sr. Representative promotes a positive team environment and is able to perform all duties within Client Support and is seen as the most skilled CSR position.

Scheduled Hours for this position:
Monday - Friday 8:00 am - 4:30 pm CST. This position may require in office work during new hire training. (Occasional need for scheduled overtime, weekend and holidays as determined by business need
-EX: "Welcome Season".)

Required Qualifications:

3-year tenure experience in call center and health care production.
2-years of experience in production in Client Support as a Client Support Representative II or III.Adept at problem solving and decision-making skills

Experience working in a production environment. Computer savvy and proficient in Office 365 applications including Teams, Excel, PowerPoint and Word.

Excellent multi-tasking skills and time management.

Results-oriented and self-motivated.

Demonstrated ability to proactively identify and implement improvements.

Proficiency in tracking and analyzing data to inform decisions.

Strong familiarity with project management principles and practices.

Preferred Qualifications:

Prior…