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
The 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.

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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 01/30/2026

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