Patient Safety & Quality - Manager

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. Position Summary:

This individual is a key contributor within the retail product integrity team and will be accountable for executing, maintaining, and improving product integrity programs and work streams designed to ensure that the highest standards of pharmaceutical care are delivered to patients across 9,100+ community pharmacy locations. The individual within this role will be responsible for responding to store-submitted surveys and educating store teams and field leaders on steps/processes that must occur when temperature excursions occur. Additionally, in certain instances, follow-up with stores teams will be required to ensure steps are completed appropriately in order to ensure product integrity and patient safety standards are met. The individual will cross-functionally support store teams, field leadership, and operations/compliance partners through natural disasters, large-scale weather events, and other miscellaneous extraordinary events where product integrity concerns arise. The individual within this role will be responsible for training and developing other team members who will conduct and support clinical product integrity assessments and will be directly responsible for managing other colleague(s) supporting the product integrity work (1-2 team members. The ideal candidate should exhibit the ability to be an effective individual contributor who works extremely well independently to consistently deliver high level results. This individual must have strong clinical decision-making skills and experience using clinical judgement. The manager within this space should strive to create simplicity within the workflow and have an innovative mindset. Primary Job Duties & Responsibilities: Clinical assessment execution (50%)

• Respond to store-submitted surveys and performing clinical assessments on potentially impacted pharmacy product to determine product integrity and stability using temperature data, clinical information, USP guidelines, and key facts from pharmacy teams to ensure products remain safe for dispensing.
• Contribute to maintaining SLA for assessment responses at a reasonable threshold
• Serve as a key thought partner and collaborating cross-functionally with operations, compliance, finance, inventory, field, and Enterprise partners to strategize towards mitigation of upwards of $50M per year in uninsured loss
• Maintain a partnership with key internal teams to triage temperature excursion events and ensure white glove support is provided to our store & field teams

• Cross-functionally support store teams, field leadership, and operations/compliance partners through natural disasters, large-scale weather events, and other miscellaneous extraordinary events where product integrity concerns arise
• Guide store & field teams on patient outreach initiatives aimed at preserving patient safety and ensuring product quality

• Engage and inspire their direct report(s) and other team members effectively and efficiently to meet or exceed performance goals
• Hold weekly meeting(s) with direct reports to align on current performance and goals
• Act as a coach and mentor to develop the capabilities of direct reports to take on progressively higher levels of responsibility

• Contribute to upkeep of cold chain extended stability database
• Outreach drug manufacturers to obtain extended stability data
• Positively contribute to minimizing uninsured product loss

• Active pharmacy license
• 1+ years of experience in a retail pharmacy setting, pharmacy product integrity, or similar experience
• Proven ability to apply clinical judgement to unique situations and provide clinical evidence-based recommendations
• 1+ years of experience demonstrating the following:
  • Attention to detail and ability to multitask and readjust priorities as needed while consistently meeting deadlines
  • Ability to read and interpret clinical literature/product stability data and use professional judgement to use that information in clinical decision making
  • Collaboration with various internal teams and stakeholders across the enterprise to help inform on clinical scenarios and provide clinical support of specific projects to implement improvements within the retail organization
  • Ability for independent work, judgement, and initiative to share expert opinions
  • Competence with spreadsheets and presentation software, including knowledge of MS Outlook, MS Excel, MS PowerPoint, and MS Word

• 3+ years in a retail and/or clinical pharmacy setting
• 3+ years of experience demonstrating the following:
  • Attention to detail and ability to multitask and readjust priorities as needed while consistently meeting deadlines
  • Ability to read and interpret clinical literature/product stability data and use professional judgement to use that information in clinical decision making
  • Collaboration with various internal teams and stakeholders across the enterprise to help inform on clinical scenarios and provide clinical support of specific projects to implement improvements within the retail organization
  • Ability for independent work, judgement, and initiative to share expert opinions
  • Competence with spreadsheets and presentation software, including knowledge of MS Outlook, MS Excel, MS PowerPoint, and MS Word
• Ability to lead and develop direct reports for continued success
• Demonstrated excellent communication and writing skills