Quality Management Supervisor

8350 Oak Street Health MSO LLC; Illinois; Hybrid; USD 44,000 - 94,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement savings options

Wellness programs

Other resources

Job summary

8350 Oak Street Health MSO LLC in Illinois is seeking a Quality and Issue Resolution Supervisor to lead a team, oversee audits, and ensure timely, accurate resolution of quality concerns. You will train staff, optimize workflows, and collaborate with care teams to uphold patient care standards.

The role requires strong problem solving, Excel/Google Sheets skills, and proficiency with EPIC and NICE CXOne. This is a full-time position with competitive benefits and a focus on quality and service.

Qualifications

• Current Oak Street Health employee in good standing.
• Desire to lead and motivate a team.
• Strong problem solving and analytical skills; experience using Excel or Google Sheets.
• Proficiency in verbal and written communication.
• Technical proficiency with Google Suite, EPIC, and NICE CXOne.
• Education: High school diploma or equivalent; college degree preferred.

Responsibilities

• Directly supervise a team of Quality and Issue Resolution specialists and guide daily tasks.
• Ensure training and resources are available; address gaps as they arise.
• Meet productivity and quality expectations through delegation and monitoring.
• Review productivity reports and adjust assignments for priority work.
• Respond to emails and questions from teams and leaders promptly and professionally.
• Provide coaching and performance feedback to staff; deliver reviews.
• Contribute to workflow development and process improvements.
• Participate in special projects as assigned.

Skills

Leadership potential

Problem solving

Analytical thinking

Communication skills

Time management

Interpersonal skills

Multitasking

Team motivation

Education

High school diploma or equivalent; college degree preferred

Tools

Google Suite

EPIC

NICE CXOne

Job description

Position Summary

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.

Core Responsibilities

• Directly supervises a team of Quality and Issue Resolution specialists, providing daily direction and communication to ensure quality audits and issues are completed in a timely, efficient, and accurate manner.
• Ensures all Specialists have the appropriate training, tools, and resources to perform their roles and identifies appropriate solutions when gaps arise.
• Meets productivity and quality expectations through the daily direction and delegation of work to Specialists.
• Monitors productivity reports, adjusts staff assignments to ensure work is appropriately prioritized.
• Responds to emails, questions, errors, and concerns posed by teams and leaders in a manner that is timely, professional, and generates trust.
• Provides support to all PXSO and Care Teams as needed for questions or escalated issues.
• Creates and maintains a positive work environment by routinely recognizing, engaging, and advocating for their team of Specialists.
• Delivers performance reviews, feedback, and coaching as needed to their team in a timely and effective manner.
• Actively contributes to workflow development and process improvement in support of departmental standards and strategic directives.
• Continually evaluates processes and procedures.
• Responsible for suggesting methods to improve daily operations, efficiency, and service to both internal and external customers.
• Works as a member and/or leader of special or ongoing projects, as assigned.
• Other duties as assigned.

Required Qualifications

• Current Oak Street Health employee in good standing.
• Desire to lead and motivate a team.
• Strong problem solving and analytical skills - experience using Microsoft Excel or Google sheets.
• A flexible, positive attitude even within a rapidly changing environment.
• Ability to build and maintain positive relationships across all organizational levels.
• Proficiency in both verbal and written communication.
• A high level of integrity and alignment with our mission to provide high quality patient care.
• Technical proficiency with: Google suite, EPIC.
• Ability to multitask, prioritize, and manage time effectively.
• Technical proficiency with NICE CXOne.
• Education: High school diploma or equivalent; college degree preferred.

Preferred Qualifications

• Knowledge of current Service Operation protocols and standards (TPS and Pharmacy Technicians).
• Previous experience in Quality Assurance and error root cause analysis.
• Technical proficiency with NICE CXOne.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $43,888.00 - $93,574.00. 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.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources

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.

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.

We anticipate the application window for this opening will close on: 09/28/2026.

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

Work Experience

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.