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.

Position Summary
The Team Lead is responsible for handling escalated calls and providing assistance to floor representatives with job knowledge and complex issues. This position requires critical thinking and problem solving skills. Must be able to calmly and efficiently handle escalated callers and recommend options to resolve customer complaints. Responsible for creating a positive and supportive work environment for call center representatives.

Roles & Responsibilities

• Serve as the primary escalation point for complex, sensitive, or high‑risk customer calls, ensuring calm, professional, and effective resolution.
• Provide real‑time support and guidance to call center representatives on job knowledge, behavioral health protocols, and complex case handling.
• Apply critical thinking and problem‑solving skills to evaluate customer concerns and recommend appropriate solutions in alignment with company policy and regulatory requirements.
• Handle customer complaints with empathy and professionalism, de‑escalating situations while identifying root causes and long‑term resolutions.
• Conduct quality audits and call reviews, providing constructive feedback to improve representative performance and ensure compliance.
• Collaborate with supervisors and management to identify training needs, process gaps, and performance trends.
• Support project management initiatives, including process improvements, workflow enhancements, and implementation of new tools or procedures.
• Utilize systems such as Excel, SharePoint, and QuickBase to track performance metrics, document issues, and maintain reporting records.
• Assist with onboarding and ongoing coaching of representatives to promote consistent service delivery and adherence to behavioral health standards.
• Foster a positive, supportive, and respectful work environment that encourages teamwork, accountability, and professional growth.
• Act as a liaison between frontline staff and leadership, ensuring timely communication of escalations, trends, and improvement opportunities.
• Maintain confidentiality and compliance with all healthcare, privacy, and behavioral health regulations.

Required Qualifications

• 1 + years behavioral health experience
• 1+ years auditing experience
• 1+ years of call center experience in a health care environment
• 6+ months experience in a team lead or similar lead role
• 6+ months project management

Preferred Qualifications

• 2+ years behavioral health experience
• 2+ years of call center experience
•  Proficiency with Excel, SharePoint, QuickBase
•  Team Support
•  Supervisor Support

Education

• High School diploma or GED

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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.  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 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: 04/20/2026

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