Specialty Pharmacy Supervisor, Call Center Overnight (Hybrid)

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose : Bringing our heart to every moment of your health.

This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

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 onsite 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.

Overnight Supervisor must report onsite

Hours Of Operation : 9 : 00pm - 7 : 00am

Open 7 days a week

Location : must live within 75 miles of Orlando

Supervision activities include those outlined in reporting employee essential duties and responsibilities below.

1 : 1 OSKAR Coaching- 1 : 1 Coaching's and preparation (using new model of 2.5h per agent per month)

Heart at Work Recognitions- Cultivate a strong internal culture designed around collaboration, feedback, motivation, and accountability to promote engagement and teamwork.

Engages team through various media (team-building events, Heart at Work recognitions, team huddles, floor presence / coverage).

Administration-Handles system issues and inputs IT Tickets (Employee provisioning IT-001, Badge Access, Incident reports, participating on bridge calls) for resolution of issues with minimal business impact.

Attribute review. LearningHUB completions. Time card reviews and adjustments

Production- Time in production of core functions they supervise

Quality Audit / Scorecard- Quality conference calls, Spot check Audits and score card Prep-Tableaus, Metrics Review, Verint Mattersight / etc.

Required Qualifications

2+ years of leadership experience in supervising a team in a customer service environment.

4+ years of customer service experience

Preferred Qualifications

Knowledge of : Healthcare industry

Healthcare industry

Call Center operations

Verint, CMS, Call Recording Systems, Workday

Skilled in :

Microsoft Office Suite; operating systems

Ability To :

Identify and solve problems.

Respond to common inquiries or complaints from customers, regulatory agencies, or member of the business community.

Effectively present information to customers both internal and external.

Apply basic accounting principles and analyze financial reports.

Identify and solve practical problems with a variety of concrete variables in standardized situations.

Interpret an extensive variety of technical instructions.

Analyze, interpret, and resolve performance issues.

SME / Team Lead experience

Education High School Diploma or General Equivalent Development (GED)

Preferred Bachelor Degree

Pay Range

The typical pay range for this role is :

$40,600.00 - $76,500.00

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.

The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.

The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits.

CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.

As for time off, Company employees enjoy Paid Time Off ( PTO ) or vacation pay, as well as paid holidays throughout the calendar year.

Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.