Customer Relations Lead, Pharmacy Support

CVS Health; United States; On-site; USD 44,000 - 94,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Customer Relations Supervisor to lead a team of Pharmacy Technicians and Customer Relations Representatives within our fast-paced retail pharmacy contact center. You will coach staff, monitor performance, and ensure delivery of outstanding customer service across calls, email, and other channels.

In this role, you will drive continuous improvement, manage escalations, ensure HIPAA compliance, and partner with Operations, Pharmacy, and IT to balance customer experience

Qualifications

• High School diploma or equivalent is required.
• Active Pharmacy Technician license in state of residence.
• Pharmacy Technician license is required for this role.

Responsibilities

• Lead, coach, and develop a team in a high-volume contact center.
• Drive performance metrics: service level, quality, CSAT, productivity.
• Provide ongoing coaching and performance management.
• Support frontline colleagues with guidance on inquiries and policies.
• Resolve escalated customer concerns with root-cause analysis.
• Ensure HIPAA compliance and align with regulatory requirements.
• Collaborate with Operations, Pharmacy, Quality, Training, IT, and Vendors.
• Communicate updates and priorities through meetings and communications.
• Identify trends and opportunities for process improvements.

Skills

Leadership

Coaching

Customer service

Call center ops

Data analytics

MS Office

Verint/Avaya/IEX

Education

Pharmacy Technician license

High School diploma

Tools

MS Office Suite

Verint

Avaya

IEX

Job description

CVS Health is seeking a Customer Relations Supervisor to lead a team of Pharmacy Technicians and Customer Relations Representatives within our fast-paced retail pharmacy contact center. You will coach staff, monitor performance, and ensure delivery of outstanding customer service across calls, email, and other channels.

In this role, you will drive continuous improvement, manage escalations, ensure HIPAA compliance, and partner with Operations, Pharmacy, and IT to balance customer experience