Supervisor, Specialty Pharmacy Services

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 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. Primary Job Duties & Responsibilities: Possible Locations: Monroeville PA, Orlando FL, Bartlett TN, Fairfield NJ, Flower Mound TX ,Mt Prospect IL, Chandler AZ, Redlands CA, Las Vegas, NV, Lenexa, KS, or Troy, MI Supervision activities include those outlined in reporting employee essential duties and responsibilities below. 1. Development (36% of Monthly Time | 62 Hours) Focuses on coaching, recognition, training, and performance reviews to support employee growth and engagement. 1:1 OSKAR Coaching & Preparation Conduct monthly coaching sessions using the OSKAR model (2.5 hours per agent). Time: 50 hours Heart at Work Recognitions Foster a collaborative and motivating culture through recognitions, team-building events, and active engagement. Time: 2 hours Supervisor 1:1s with Manager Regular check-ins with direct manager to align on goals and performance. Time: 4 hours Side-by-Side Observations Observe frontline staff to provide feedback and support. Time: 4 hours Training Complete required LearningHub modules and other training initiatives. Time: 1 hour Onboarding & Performance Reviews Onboard new hires, manage access and personnel files, and conduct midyear/year-end reviews. Time: 1 hour 2. Meetings (14% of Monthly Time | 23 Hours) Involves attending and leading meetings to ensure alignment and communication. Staff Meetings Participate in manager-led, client, and therapy-specific meetings. Time: 16 hours Supervisor Meetings with Leads Planning sessions with team leads to coordinate efforts. Time: 2 hours Team Huddles Conduct team huddles to communicate updates and changes. Time: 5 hours 3. Operations (42% of Monthly Time | 71 Hours) Handles day-to-day administrative and operational tasks to maintain workflow and quality. Administration Manage IT tickets, badge access, incident reports, and timecard reviews. Time: 4 hours Audit & Escalation Investigation Investigate and resolve escalations, including account reviews and follow-ups. Time: 12 hours Communications Triage emails, engage in team chats, and manage internal communications. Time: 20 hours Projects Participate in process pilots and performance engagement initiatives. Time: 5 hours Production Perform core functions alongside the team to stay connected with operations. Time: 16 hours Quality Audit & Scorecard Review Conduct audits, review metrics, and prepare scorecards. Time: 14 hours 4. Resource Planning & Scheduling (8% of Monthly Time | 14 Hours) Coordinates team schedules and work assignments to ensure coverage and efficiency. Scheduling Coordination Work with leads and Resource Planning team to manage Verint schedules and adjust assignments. Time: 14 hours Required Qualifications 1+ years of leadership experience in supervising a team in a customer service environment. 3+ years of customer service experience Preferred Qualifications Knowledge of: Healthcare industry Call Center operations Verint, CMS, Call Recording Systems, Workday Education High School Diploma or General Equivalent Development (GED) Preferred Bachelor Degree Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $43,888.00 - $85,068.00 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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.