Quality & Service Operations Supervisor (Patient Care)

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

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.