Coordinator – TempAlert Repairs & Maintenance

Description

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The TempAlert Repairs & Maintenance (TARM) team is a multifunctional team that supports the break, fix and installation activities for the temperature monitoring equipment onsite at CVS/pharmacy, MinuteClinic, and Omnicare locations. This position primarily focuses on the resolution of inbound Service Channel tickets relevant to temperature monitoring devices. In this role, you will be expected to triage directly with onsite colleagues via outbound phone calls to provide remote troubleshooting steps as indicated by the established workflow. You will be supported by robust standard operating procedures and partnerships with client stakeholders within Pharmacy Operations as well as an external vendor. You will be expected to work in a fast-paced environment, deliver on performance metrics, independently manage time and competing priorities, and be an effective self-starter. You will be responsible for overseeing multiple asynchronous issues through from start to finish. Other responsibilities may include but are not limited to: training new team members and/or offering peer-to-peer coaching as applicable, servicing a shared team email inbox with excellent written communication skills, and cross-training in other similar temperature monitoring spaces as needed. As a key contributor you must value patient safety, collaborate effectively, navigate a complex work environment, thrive in a fast-paced call-center type environment, and independently problem-solve with critical thinking skills and professional maturity. Hours of operation are Monday-Friday from 9am to 5:30pm EST.

Other responsibilities include:

• Provide advanced remote troubleshooting for malfunctioning TempAlert equipment and install replacement equipment via phone call
• Support email inbox inquiries to the team, working directly with field leaders, pharmacy teams, and other stakeholders to resolve issues with equipment via email
• Assist with writing and updating training documentation and team knowledge resources
• Additional tasks as required by manager or supervisor

Required Qualifications

• 1+ years of experience working with sensitive information and/or HIPAA, or experience working in a Call Center environment where a high degree of accuracy and attention to detail are required
• 1+ years of relevant work experience working with networking, computer peripherals, or other remote help desk IT support using ticketing applications
• Ability to work with a high volume of work, production-oriented, time-sensitive call center environment
• Strong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines
• Proven ability to function well in a professional team environment
• Proficient in data entry, Microsoft Word and Excel, Microsoft Outlook and the ability to master other related department applications
• Ability to handle inquiries, and exercise good judgment and apply critical thinking skills to solve problems
• Time management skills and ability to strategize through competing priorities
• Demonstrated track record of high performance
• Must be able to work on a computer, sitting for extended periods of time, typically 8 hours per day with or without a reasonable accommodation
• Must be able to verbally communicate effectively with targeted client
• Must be able to communicate effectively in writing
• Must be able to use a headset to keep conversations confidential as you are connecting with your targeted client group
• Perform shifts as variable, based on the needs of the business
• Must be able to navigate a complex computer system, leveraging multiple applications, to determine who to connect with and evaluate troubleshooting needs
• Must be able to interpret technical dashboards to perform root cause analysis

Preferred Qualifications

• Strong customer service skills, including courteous telephone etiquette and professionalism
• Strong oral, interpersonal and communication skills
• Ability to problem solve in a positive, productive manner
• Bachelor’s degree