Quality Management Supervisor

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.

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.

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.

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