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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 Caremark Specialty Pharmacy Network. Supervised activities include those outlined in reporting employee essential duties and responsibilities. Cortical responsibilities include participation in the hiring process, provision of guidance and direction to staff, schedule preparation and management, ensuring adherence to standard operating procedures, staff training, problem solving and follow-up, performance monitoring and evaluations, including corrective action, and data gathering and report preparation.

List of Essential Functions of the job and the percentage of time allotted to those duties below in order of importance

1. Monitor and coaches PSRs on quality, productivity and overall work performance. 15%

2. Conducts regular staff meeting with direct reports and related staff in order to maintain open and effective communication with the pharmacy area of responsibility. 5%

3. Collaborates with other supervisory personnel to evaluate procedures and practices, including Standard Operating Procedures (SOPs) and recommend improvements, as necessary, that optimize the pharmacy care management process. 5%

4. Communicates SOPs to the staff to assure understanding and ensure activities are performed to Caremark standards as well as applicable regulatory requirements,. Monitors and manages compliance. 5%

5. Ensures all outcomes associated with the non-clinical aspect of participant management are appropriately documented and all necessary follow-up items are acted upon in a timely manner consistent with appropriate pharmacy care management. 10%

6. Ensures quality and productivity targets are understood and are met or exceeded on a consistent basis. Works with Pharmacy Manager to establish Performance Standards for direct reports to hold staff accountable to meet performance expectations. 5%

7. Responsible for training, coaching, and monitoring performance of PSRs. Assists Pharmacy Managers in determining staffing requirements for the department and recommendations to management. Coordinates PSR recruitment efforts in collaboration with human resources and conducts interviews and makes hiring decisions. 5%

8. Ensures appropriate maintenance of all personnel-related records with respect to attendance, performance, discipline, termination, etc., for all direct reports. 10%

9. Assists Pharmacy Manager with the development and management of the department's operation plan and budget. 5%

10. Collaborates with Pharmacy Manager to monitor and analyze financial performance of key areas of responsibilities, identify variances and trends, and implements cost management and expense controls where indicated to meet budgeted financial goals. The PSR Supervisor will have direct responsibility for controllable activities impacting pharmacy write-off performance. 5%

11. Develops performance objectives in conjunction with company goals and mission statement; measures performance through competencies; evaluates and gives timely feedback to direct reports on their performance to the objectives to create a climate for personal growth and development. 5%

12. Prepares departmental reports and action plans at the direction of the Pharmacy Mangers. 5%

13. Ensures a clean, safe work environment. 5%

14. Handles and resolves customer service problems related to patients, physicians, clients, payers and other parties, both internal and external to ensure customer satisfaction. 10%

15. Participates and provides leadership in performance improvement programs, including implementation, by collecting, aggregating and interpreting data, providing input and feedback, serving on task forces and allocating and managing appropriate resources. 5%

Required Qualifications

- 1+ years of leadership or supervisory experience

- 1 + years of experience handling escalations

- Pharmacy experience

- Valid Pharmacy technician license (IL applicants only)

- Must live within 75 miles of CVS Specialty site

Preferred Qualifications

- Experience with complex specialty therapies

- Experience with Risk Evaluated Medication Service (REMS)

- Experience working as a SME or PAL

Education

High School Diploma or equivalent

Pay Range

The typical pay range for this role is:

$43,888.00 - $76,500.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 02/03/2025

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