[Hiring] Call Center Pharmacy Technician I @CVS Health

Role Description

The Pharmacy Technician acts as a liaison between the patient, provider, and pharmacist. The Pharmacy Technician provides exceptional customer service and excellent phone etiquette while exercising empathy with Oak Street Health patients.

Core Responsibilities:

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated.
• Contact patients and assist/remind them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
• Make outbound calls to pharmacies on behalf of the patient when needed.
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound.
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills.
• Utilize electronic medical record platform to send requests and updates to field care teams.
• Document clear and precise information into applicable electronic platforms.
• Capture and document all patient requests prior to ending the call.
• Monitor the CareReq queue to ensure the completion of any open requisitions.
• Arrange transportation for center visits.
• Schedule off-cadence or requested patient appointments.
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns.
• Execute prescription requests according to up-to-date process standards and policies.
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected.
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics.
• Responsible for maintaining licensure and certification.
• Complete all Continuing Education expectations.
• Other duties as assigned.

Qualifications

• Minimum 1 year of retail pharmacy experience required.
• Active Pharmacy Technician License in the state of residence.
• Certified Pharmacy Technician (CPhT) certification required.
• High school diploma or equivalent required.
• Bilingual Spanish preferred, medical Spanish a plus.
• Strong working knowledge of MS Office and Google Suite preferred.
• Ability to execute daily responsibilities with minimal supervision.
• Demonstrated ability to deliver high-quality customer service.
• Deliver confident and professional service to Oak Street Health patients and internal partners.
• US work authorization.

Requirements

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems.
• Prior remote work experience.
• Ability to obtain high-speed internet and hardwire equipment to router/modem.
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours.
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center.
• Ability to participate in classroom-style remote training sessions.
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment.

Career Development Opportunities

The career path from Pharmacy Technician I to Pharmacy Technician II includes:

• A minimum tenure of 6 months in the Pharmacy Technician I role.
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs.
• Demonstration of a strong desire to learn and grow in their role.
• Meet “Exceptional” performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
• Average Calls per Hour
• Average Handle Time
• Average Unavailable Time
• Quality Metrics
• Demonstrate proven reliability and satisfactory attendance.

Pay Range

The typical pay range for this role is: $17.00 - $31.30. 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.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.