Specialty Pharmacy Supervisor, Call Center Overnight

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

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 availability should align with overnight hours of operation

Hours Of Operation: 8:00pm - 8:00am

Open 7 days a week

Location: must live within 75 miles of Orlando, Mount Prospect, or Monroeville.

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 Five9/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
∙ Call Center operations

∙ Verint, Five9, 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

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$43,888.00 - $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. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

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