Supervisor, Specialty Pharmacy Services

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

Duties and Responsibilities

• Manage a multi-disciplinary team of Resolution Specialists in a dynamic, fast paced, highly escalated, member centric environment.   Responsible to develop the team, manage the team’s change resilience and minimize performance impacts associated with these changes.
• Drive employee engagement and a high-performance culture ensuring effective performance management, coaching and development where people can excel through accountability, encouragement, and empowerment. 
• Identify and implement transformational changes to generate efficiencies and drive better member experience while ensuring the team adheres to regulatory and CVS compliance requirements.
• Effectively manage Executive and Corporate escalations to meet TAT and ensure member expectations are met/exceeded.
• Prepare and present process issues and feedback to Senior/Executive Leadership as well as PBM Clients on a regular/ongoing basis, as needed.  
• Provide direct team support to assist in managing complex escalated issues and logistics challenges in order to drive member resolution to regain confidence in CVS.   
• Responsible for hiring, training, performance monitoring, coaching and evaluation including corrective action.
• Responsible for workflow and scheduling.
• Compose and disseminate work instructions to ensure consistency in process and outcomes for both team level and specialty pharmacy network level needs. 
• Engage in cross departmental meetings and collaborate on specialty projects to help ensure efficiency across the pharmacy network.

Required Qualifications

• 2-years supervisor/leadership experience.
• Self-starter, highly motivated, critical thinking skills a must, works well under pressure and within established turnaround times.
• Strong knowledge of pharmacy processes and resources within the CVS Health network. 
• Strong analytical skills and relationship building skills.
• Excellent proven interpersonal skills with the ability to teach and motivate others.
• Ability to communicate effectively with all levels of management and staff.
• Ability to proactively recognize areas of opportunity and to adapt the team/processes to meet the need.
• Ability to learn on the go.
• Ability to provide constructive feedback and coaching.
• Excellent organizational and prioritizing skills.
• Extreme attention to detail.
• Ability to manage multiple priorities.
• Exemplify the CVS values.
• Proficient with Microsoft Office and Excel.

Education

• Bachelor’s degree or equivalent relevant experience.

Pay Range

The typical pay range for this role is:

$43,888.00 - $102,081.60

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