Job Description
Job Description
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.
Required Qualifications
Ensure that the department meets all production and quality goals through daily supervison of staff.
* Monitor workflow and production measures throughout the day for timely and accurate patient orders and work with the manager to resolve issues and problems according to set guidelines.
* Directing daily workflow to ensure that all production and quality goals are met.
* Monitor reports for daily production volume to ensure efficiency and accuracy is reflected in assignment groups and overall team statistics and provide to management and quality team as requested.
Provide individual and department training, coaching, counseling, and motivation.
* Hold regular meetings to encourage suggestions for process improvements and to provide necessary information and training updates.
* Motivate staff by creating a culture that supports the company values.
* Consistently offer positive feedback to staff on an individual and department level.
* Provide coaching to colleagues to improve performance, encourage growth, and offer opportunity for success on the job.
* Counsel and administer disciplinary action in accordance to department and Human Resource policies and procedures when necessary.
* Complete colleague written performance reviews and provide ongoing performance updates throughout the year.
Coordinate workflow and procedure changes and issues/problem resolutions as it relates to the department and the company.
* Coordinating procedural changes.
* Address questions and concerns from the colleagues and assist with problem resolution.
* Meet regularly with management group to proactively improve processes and resolve potential problems.
* Handle escalated patient issues and provide resolution.
Preferred Qualifications
Knowledge of:
* Healthcare industry
* Call Center operations
Skill 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.
Education
Required High School Diploma or General Equivalent Development (GED)
Preferred Bachelor Degree
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
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.
Required Qualifications
Ensure that the department meets all production and quality goals through daily supervison of staff.
* Monitor workflow and production measures throughout the day for timely and accurate patient orders and work with the manager to resolve issues and problems according to set guidelines.
* Directing daily workflow to ensure that all production and quality goals are met.
* Monitor reports for daily production volume to ensure efficiency and accuracy is reflected in assignment groups and overall team statistics and provide to management and quality team as requested.
Provide individual and department training, coaching, counseling, and motivation.
* Hold regular meetings to encourage suggestions for process improvements and to provide necessary information and training updates.
* Motivate staff by creating a culture that supports the company values.
* Consistently offer positive feedback to staff on an individual and department level.
* Provide coaching to colleagues to improve performance, encourage growth, and offer opportunity for success on the job.
* Counsel and administer disciplinary action in accordance to department and Human Resource policies and procedures when necessary.
* Complete colleague written performance reviews and provide ongoing performance updates throughout the year.
Coordinate workflow and procedure changes and issues/problem resolutions as it relates to the department and the company.
* Coordinating procedural changes.
* Address questions and concerns from the colleagues and assist with problem resolution.
* Meet regularly with management group to proactively improve processes and resolve potential problems.
* Handle escalated patient issues and provide resolution.
Preferred Qualifications
Knowledge of:
* Healthcare industry
* Call Center operations
Skill 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.
Education
Required High School Diploma or General Equivalent Development (GED)
Preferred Bachelor Degree
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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