Lead Pharmacy Services Supervisor – Coach & Optimize

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.

• Development (36% of Monthly Time | 62 Hours)

• 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

• Onboarding & Performance Reviews Onboard new hires, manage access and personnel files, and conduct midyear/year-end reviews. Time: 1 hour
• Meetings (14% of Monthly Time | 23 Hours)

• 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
• Operations (42% of Monthly Time | 71 Hours)

• 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
• Resource Planning & Scheduling (8% of Monthly Time | 14 Hours)

• Scheduling Coordination Work with leads and Resource Planning team to manage Verint schedules and adjust assignments. Time: 14 hours

• 1+ years of leadership experience in supervising a team in a customer service environment.
• 3+ years of customer service experience

• Healthcare industry
• Call Center operations

• High School Diploma or General Equivalent Development (GED)
• Preferred Bachelor Degree