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.

1. Development (36% of Monthly Time | 62 Hours)

Focuses on coaching, recognition, training, and performance reviews to support employee growth and engagement.

• 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
  Complete required LearningHub modules and other training initiatives.
  Time: 1 hour

• Onboarding & Performance Reviews
  Onboard new hires, manage access and personnel files, and conduct midyear/year-end reviews.
  Time: 1 hour

2. Meetings (14% of Monthly Time | 23 Hours)

Involves attending and leading meetings to ensure alignment and communication.

• 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

3. Operations (42% of Monthly Time | 71 Hours)

Handles day-to-day administrative and operational tasks to maintain workflow and quality.

• 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

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

Coordinates team schedules and work assignments to ensure coverage and efficiency.

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

Required Qualifications

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

• 3+ years of customer service experience

Preferred Qualifications

Knowledge of:

• Healthcare industry

• Call Center operations

Verint, CMS, Call Recording Systems, Workday

Education

• High School Diploma or General Equivalent Development (GED)

• Preferred Bachelor Degree