• Provide front line staff guidance • Ensure effective and efficient delivery of Pharmacy call center services • Respond to physician and pharmacy network provider inquiries • Review member claims history • Educate and assist pharmacy network providers

• Contributes to Humana’s pharmacy trend detection process by conducting analysis of drug spend, utilization, and/or approval scenarios • Researches and analyzes drugs and emerging therapeutics, including financial forecasts on the web and works with analysts to inform an internal financial forecast for the company • Continuously monitors relevant publicly available news/developments in the pharmaceutical sector, performing any ad hoc analyses and generating insights • Contribute to corporate communications of high quality to be shared with senior leadership such as trend analysis and market event notifications • Partners with pharmacists, data scientists, financial analysts in a team environment • Contributes to developing Humana formulary strategy to mitigate cost trend and improve health outcomes • Contributes to the creation of trend communications to be shared at varying levels within the company, such as, presentations, emails, and executive summaries.

• Assists Pharmacy Customer Service leadership in processing provider, and member prior authorization requests. • Works with the pharmacy team in implementing policies to manage pharmacy benefits. • Maintains understanding of all policies and procedures related to the pharmacy benefit. • Provides the highest level of customer service and support to members and physicians. • Adheres to all regulatory standards. • Works with Pharmacists to resolve clinical issues with providers in a timely manner. • Documents accurately all inquiries and prior authorization requests according to departmental policy. • Determines appropriateness of pharmacy benefits under corresponding lines of business. • Contacts providers and members to communicate the details of service, requests additional information and resolves outstanding matters. • Updates current pharmacy benefits and serves as a facilitator to team members.

Role Description CVS Health has an exciting opportunity for a Supervisor, Retail Pharmacy Customer Care to join our growing team. As a Supervisor you will have the ability to provide daily leadership, management, and guidance to the licensed call center staff. Responsible for ensuring superior service to our customers and retail partners by providing information, coaching and feedback to agents. Supports call center service level standards by holding individuals accountable for metrics results. Creates and supports a culture of inclusion and diversity ensuring that actions are in alignment with the CVS policies and values, as well as state, federal and regulatory requirements. - Due to regulatory compliance, work from home opportunities are excluded for residents of: Arkansas, Georgia, Hawaii, Maine, Mississippi, Oklahoma, Puerto Rico, South Carolina, Tennessee, and Washington D.C. Qualifications - Active Pharmacist license in state of residence - Active Pharmacist license in Rhode Island - 3+ years of experience in retail healthcare, preferably in a high-volume call center - 2+ years of experience leading, coaching and developing employees Requirements - Experience in use of call center technologies/applications - Experience in program management - Experience working in a call center environment is highly preferred - Ability to lead diverse work groups in a highly professional and specialized work environment - Ability to assess talent, manage people and motivate others - Strong interpersonal and relationship building skills - Excellent oral, written, and interpersonal communication skills - Experience working in a structured, fast-paced call center environment - Analytical skills - Ability to manage multiple people and priorities simultaneously - Must be able to communicate effectively with all levels and prepare effective written documents Education - Pharmacy Degree (Bachelor's or Doctorate) required Benefits This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include: - Medical, dental, and vision coverage - Paid time off - Retirement savings options - Wellness programs - Other resources, based on eligibility Additional details about available benefits are provided during the application process and on Benefits Moments. Anticipated Weekly Hours - 40 Time Type - Full time Pay Range The typical pay range for this role is: $118,000.00 - $206,250.00. 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. We anticipate the application window for this opening will close on: 06/19/2026. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.