Supervisor, Specialty Pharmacy Services
About The Position
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. Responsible for the direct daily supervision of pharmacy service representatives (PSRs) personnel providing proactive compliance and ordering calls for all medications dispensed by CVS/specialty Pharmacy Network. The Supervisor is responsible for guidance and direction to staff, directing daily workflow, schedule preparation and management, ensuring adherence to standard operating procedures, interviewing/hiring process, staff training, problem solving and follow-up, performance monitoring and evaluation, including corrective action, and data gathering and report preparation. Supervision activities include those outlined in reporting employee essential duties and responsibilities below.
Requirements
- 1+ years of leadership experience in supervising a team in a customer service environment.
- 3+ years of customer service experience
- High School Diploma or General Equivalent Development (GED)
Nice To Haves
- Knowledge of: Healthcare industry
- Call Center operations
- Verint, CMS, Call Recording Systems, Workday
- Preferred Bachelor Degree
Responsibilities
- Focuses on coaching, recognition, training, and performance reviews to support employee growth and engagement.
- Conduct monthly coaching sessions using the OSKAR model (2.5 hours per agent).
- Foster a collaborative and motivating culture through recognitions, team-building events, and active engagement.
- Regular check-ins with direct manager to align on goals and performance.
- Observe frontline staff to provide feedback and support.
- Complete required LearningHub modules and other training initiatives.
- Onboard new hires, manage access and personnel files, and conduct midyear/year-end reviews.
- Involves attending and leading meetings to ensure alignment and communication.
- Participate in manager-led, client, and therapy-specific meetings.
- Planning sessions with team leads to coordinate efforts.
- Conduct team huddles to communicate updates and changes.
- Handles day-to-day administrative and operational tasks to maintain workflow and quality.
- Manage IT tickets, badge access, incident reports, and timecard reviews.
- Investigate and resolve escalations, including account reviews and follow-ups.
- Triage emails, engage in team chats, and manage internal communications.
- Participate in process pilots and performance engagement initiatives.
- Perform core functions alongside the team to stay connected with operations.
- Conduct audits, review metrics, and prepare scorecards.
- Coordinates team schedules and work assignments to ensure coverage and efficiency.
- Work with leads and Resource Planning team to manage Verint schedules and adjust assignments.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
