Quality Management Supervisor

Position Summary

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.

• Directly supervises a team of Quality and Issue Resolution specialists, providing daily direction and communication to ensure quality audits and issues are completed in a timely, efficient, and accurate manner.
• Ensures all Specialists have the appropriate training, tools, and resources to perform their roles and identifies appropriate solutions when gaps arise.
• Meets productivity and quality expectations through the daily direction and delegation of work to Specialists.
• Monitors productivity reports, adjusts staff assignments to ensure work is appropriately prioritized.
• Responds to emails, questions, errors, and concerns posed by teams and leaders in a manner that is timely, professional, and generates trust.
• Provides support to all PXSO and Care Teams as needed for questions or escalated issues.
• Creates and maintains a positive work environment by routinely recognizing, engaging, and advocating for their team of Specialists.
• Delivers performance reviews, feedback, and coaching as needed to their team in a timely and effective manner.
• Actively contributes to workflow development and process improvement in support of departmental standards and strategic directives.
• Continually evaluates processes and procedures.
• Responsible for suggesting methods to improve daily operations, efficiency, and service to both internal and external customers.
• Works as a member and/or leader of special or ongoing projects, as assigned.
• Other duties as assigned.

• Current Oak Street Health employee in good standing.
• Desire to lead and motivate a team.
• Strong problem solving and analytical skills - experience using Microsoft Excel or Google sheets.
• A flexible, positive attitude even within a rapidly changing environment.
• Ability to build and maintain positive relationships across all organizational levels.
• Proficiency in both verbal and written communication.
• A high level of integrity and alignment with our mission to provide high quality patient care.
• Technical proficiency with:
  Google suite, EPIC.
• Ability to multitask, prioritize, and manage time effectively.
• Technical proficiency with NICE CXOne.
• Education:
  
  High school diploma or equivalent; college degree preferred.

• Knowledge of current Service Operation protocols and standards (TPS and Pharmacy Technicians).
• Previous experience in Quality Assurance and error root cause analysis.
• Technical proficiency with NICE CXOne.

40

Full time

The typical pay range for this role is: $43,888.00 - $93,574.00. 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources

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…