Quality Management Supervisor

Oak Street Health, part of CVS Health; Springfield (IL); On-site; USD 44,000 - 94,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement options

Job summary

Oak Street Health, part of CVS Health, is seeking a Quality Supervisor to lead a team of Quality and Issue Resolution specialists within Service Operations. You will review, analyze, and audit service standards, while coaching staff, managing performance, and driving process improvements to ensure high-quality care.

Ideal candidates bring leadership, strong analytical skills, and proficiency with Excel/Google Sheets, EPIC and NICE CXOne.

Qualifications

• Current Oak Street Health employee in good standing.
• Desire to lead and motivate a team.
• Strong problem solving and analytical skills using Excel or Google Sheets.
• Flexible, positive attitude in a rapidly changing environment.
• Ability to build and maintain positive relationships across all levels.
• Proficiency in verbal and written communication.
• Technical proficiency with Google Suite, EPIC.
• Ability to multitask, prioritize, and manage time effectively.

Responsibilities

• Directly supervise a team of Quality and Issue Resolution specialists, providing daily direction.
• Ensure training, tools, and resources are available for roles and address gaps.
• Meet productivity and quality expectations through delegation of work.
• Monitor productivity reports and adjust staff assignments accordingly.
• Respond to emails, questions, and concerns in a timely, professional manner.
• Provide support to PXSO and Care Teams for escalated issues.
• Create a positive work environment and recognize the team.
• Deliver performance reviews, feedback, and coaching.
• Contribute to workflow development and process improvement.
• Evaluate processes and suggest operational improvements.
• Participate in special projects as assigned.

Skills

Team leadership

Problem solving

Analytical skills

Communication skills

Multitasking

Time management

Education

High school diploma or equivalent; college degree preferred

Tools

Microsoft Excel

Google Sheets

EPIC

Google Suite

NICE CXOne

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

Oak Street Health takes a team-based approach to providing outstanding patient care. In partnership with various Service Operation leaders (Call Center, Third Party Services, Medical Records, Triage Nurse, Pharmacy Technicians, etc.) the Quality Supervisor helps us meet our goal of successfully managing the continuity of care for all of our patients. As a leader in Service Operations, this supervisor oversees a team of Quality and Issue resolution Specialists tasked with reviewing, analyzing, investigating and auditing service standards and processes. The Quality Supervisor will be an expert in Service Operation protocol, standards, and expectations, who is able to resolve escalated issues as well as perform daily supervisory functions such as team monitoring, motivating, recognizing, coaching, and training. In direct collaboration with the Service Operations Quality Manager, the Supervisor participates in staffing, managing, and engaging a team, in addition to supporting Service Operations in delivering timely, high quality care.

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

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

Education

• High school diploma or equivalent; college degree preferred

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.

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.

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.