Lead Pharmacy Services Supervisor – Coach & Optimize

CVS Health; Miami (FL); On-site; USD 43,888 - 85,068; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking an experienced supervisor to lead Pharmacy Service Representatives across multiple locations. You will oversee daily operations, coaching, onboarding, and performance management within a fast‑paced call center environment.

The role emphasizes ensuring high service levels, adherence to procedures, and effective staff collaboration to support CVS Health’s community health mission.

Qualifications

• 1+ years of leadership experience supervising a customer service team.
• 3+ years of customer service experience.
• Knowledge of healthcare or call center operations is a plus.

Responsibilities

• Direct daily supervision of Pharmacy Service Representatives and manage workflow.
• Coordinate training, onboarding and performance reviews.
• Oversee scheduling, timekeeping and staffing to meet service levels.
• Audit processes, handle escalations and ensure compliance with SOPs.

Skills

Leadership

Customer service

Call center operations

Verint

Education

High School Diploma (GED)

Bachelor's degree (preferred)

Tools

CMS

Workday

Call Recording Systems

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

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 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.

• 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
• 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
• 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
• 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
  
  

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The Typical Pay Range For This Role Is

$43,888.00 - $85,068.00

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.

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.