Supervisor, Service Operations

Position Summary

The Supervisor of Service Operations provides leadership and operational oversight for a team of claim processors supporting Medicaid Claims Operations. This role is responsible for driving performance against health plan and state-required metrics while fostering a high‑performing, engaged team.

• Lead and develop a team of claim processors, ensuring daily operations align to established performance, quality, and compliance standards.
• Drive execution against health plan and state‑required metrics, including inventory management, turnaround times, and accuracy.
• Coach, mentor, and develop team members to enhance performance, capability, and engagement.
• Identify operational risks, barriers, and process gaps; partner cross‑functionally to implement sustainable solutions.
• Serve as a liaison between frontline staff and business partners, effectively communicating priorities, results, and process changes.
• Monitor, analyze, and report on performance trends to inform decision‑making and continuous improvement efforts.
• Collaborate with Medicaid leadership to optimize resource allocation and manage volume fluctuations.
• Foster an inclusive, collaborative team culture that promotes accountability, innovation, and results.

• 1‑2 years proven leadership experience managing teams in a production‑based or operational environment.
• Strong analytical and problem‑solving skills, with experience in performance management and reporting.
• Experience with inventory and workflow management in a high‑volume setting.
• Excellent communication skills, with the ability to influence and partner across functions.
• Advanced proficiency in Excel (data analysis, reporting, and trending).

• Medicaid managed care experience or knowledge of state regulatory requirements.
• Experience leading process improvement or automation initiatives.
• Experience with QNXT claims systems.
• Working knowledge of SQL.
• Demonstrated ability to drive measurable performance outcomes in claims operations.

High School diploma, G.E.D. or equivalent experience.

40

Full time

The typical pay range for this role is: $43,888.00 - $85,068.00. 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.

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, including medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources. Additional details are provided during the application process.

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