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　　Position SummaryThe Prescription Records Supervisor, Customer Support Operations is responsible for the personnel and operational supervision of a team of approximately 25 representatives supporting the processing of requests for patient, requestors, legal entities, and prescriber prescription records. Responsibilities include agent performance; qualitative and quantitative KPI’s, coaching and development, quality, and efficiency. Consistent application of policies, procedures, and compliance with HIPAA regulatory requirements. Manages the day to day operations, advanced issues, and escalations.

　　Operations: Responsible for the day to day prescription records operations, overseeing the processing of patient prescription records for customers, attorneys, subpoenas, and regulatory agencies along with ensuring operational SLA’s are met. Handles advanced escalations and senior agent inquiries, responsible for daily task assignments and production monitoring to manage production needs.

　　Problem Solving: Effective triaging of highly sensitive and time sensitive legal documents to the correct parties for completion and or review. Consistent application of policy, procedures, and compliance with regulatory requirements and demands. Researches outstanding requests or calls that are escalated internally as well as from customers, regulatory agencies, etc. to provide an acceptable resolution to the situation in an efficient and timely manner.

　　Personnel Management: Adherence to HR policies and procedures, interviewing and selection of agents, coaching and development, and annual employee reviews.

　　Work closely with management and the IS team to improve the system and tools and/or any new system applications or projects. Quality assurance testing of newly implemented changes.

　　Reporting: Maintain operational spreadsheets and trending issues/concerns.

　　Required Qualifications

　　Prior legal, records related, compliance, or pharmacy experience.

　　1 or more years previous supervisory or equivalent experience in a progressively responsible role.

　　Strong communication skills and ability to motivate others.

　　Coaching, mentoring and development skills.

　　Proficiency MS suite of tools: PowerPoint, Excel, Teams. etc. with ability to create and present data to targeted audiences, both internal and external, in a professional manner.

　　Self-directed with strong analytical, problem solving, and interpersonal skills.

　　Preferred Qualifications

　　Bachelor’s Degree in related field.

　　Ability to multi task and quickly resolve issues in a fast paced environment.

　　Legal or regulatory experience in pharmacy.

　　CPHT-national pharmacy technician certification

　　Education

　　Associate degree or equivalent work experience.Pay Range

　　The typical pay range for this role is:

　　$40,600.00 - $89,300.00

　　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 jobs.CVSHealth.com/benefits

　　CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

　　You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

　　CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.