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Job Title :
Supervisor - Resolution
Job ID :
Location :
AZ - Scottsdale
Street Address :
9501 E Shea Blvd
Category :
Description :
Job Description
As the Resolution Supervisor, you will be overseeing a team of Resolution Analysts that perform research, case management, and resolution for formal Medicare D (Med D) Grievances. In this Resolution Supervisor role,
you will handle coaching, mentoring, monitoring, and reporting on team performance. You will also report on and monitor potential issues related to process and procedures.

As a Resolution Supervisor, you will:
  • Lead the team to meet or exceed performance standards and quality expectations
  • Participate in CMS-facing or client-facing meetings and presentations Perform case management, research and resolution
  • Communicate with multiple levels of leadership Set WIP goals for team (as necessary) and tracks progress
  • Provide team critical feedback, coaching and coordinate re-training where developmental challenges have been identified Support departmental goals of maintaining process controls, including CMS guidance; as well as internal and external audits
  • Assist in the creation of standard operating procedures in accordance with regulatory requirements


Required Qualifications

  • 3+ years of related experience in management/supervising
  • 1+ years of experience with computer programs, specifically Microsoft Excel, Word, Outlook, Access

Preferred Qualifications

  • Knowledge of CMS and Caremark systems and platforms
  • Knowledge of Medicare Part D regulations PBM experience
  • Customer service and GRV handling experience
  • Effective team player, reliable, good coaching skills, problem solver; customer focused
  • Able to discern behavioral trends and outcomes
  • Well organized with the ability to effectively prioritize work
  • Attention to detail Ability to think outside-the-box in search of solutions
  • Flexible in adapting to change S Skilled in identifying and solving issues to conclusion
  • Ability to work effectively cross-functionally
  • Excellent written and oral communication
  • Demonstrate ability to document and present concepts in a clear and concise manner


  • Verifiable GED or High School Diploma is required
  • Bachelor’s Degree is strongly preferred

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster:



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For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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Our culture

CVS Health core values of Innovation, Collaboration, Caring, Integrity, and Accountability not only support our purpose of helping people on their path to better health for our customers and patients, but they also apply to how we support our more than 250,000 colleagues. You will find our culture at CVS Health, and our leaders encourage personal and professional growth.

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