Supervisor, Specialty Pharmacy Services

Location: Tennessee

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 Learning Hub 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…