[Hiring] Pharmacy Advisor Representative @CVS Health

Role Description

The role of Pharmacy Advisor, Representative I on the Pharmacy Advisor team, a specially developed clinical program for CVS Caremark is to provide support to members and/or prescribers, and Pharmacists assisting members and/or prescribers regarding the disease state(s) supported by the program. Through the use of sophisticated modeling and systems, we are able to identify members who meet the desired counseling opportunity criteria. Representatives will be making outbound calls to patients (and fielding return inbound calls) in which the Pharmacy Advisor Rep I will assist patients in refilling medications. Rep I may also, as necessary, transfer a member with clinical questions to a consulting Pharmacist. In addition, the Pharmacy Advisor Rep I will be responsible for educating the member on the value and purpose of the program, client-related messages as well as identifying ways to help with medication ordering process and medication cost savings opportunities. Besides assisting with inbound and outbound calls, the Pharmacy Advisor Rep I will also support requests received via fax with the potential, based on business needs, of cross-training to support other clinical services.

• Provides assistance and support to patients in clinical settings, helping them understand their treatment plans, answering their questions, and addressing any concerns they may have.
• Helps coordinate patient appointments, ensuring that they are properly scheduled and managing any necessary follow-up appointments.
• Maintains accurate and up-to-date documentation and patient records, maintaining compliance with the company's regulatory, safety, quality, and confidentiality protocols and standards.
• Enters information into electronic health records (EHRs), updating patient files, and ensuring data confidentiality.
• Makes an effort to provide excellent customer service to patients by addressing patient inquiries, resolving complaints, and ensuring that patients have a positive experience throughout their interactions with the clinical services department.
• Communicates with healthcare providers such as doctors, nurses, and other medical staff to share information, coordinate care, and assist with patient referrals.
• Escalates issues to management or specialized departments for further investigation and resolution when customer problems cannot be resolved immediately.
• Assists new employees by providing training and support.

Qualifications

• 1 year in a customer service or call center environment (call center type environments preferred, if doctors office then anything below managing 75 calls/day would not translate to similar environment).
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.
• Basic alpha number data entry skills with attention to accuracy and quality is essential.
• Intermediate math skills are required with attention to detail and quality essential.

Requirements

• Experience in a health care setting or insurance industry is a plus, including knowledge of basic insurance and third party terms and medical terminology.
• Ability to work with people in a team environment while meeting individual performance goals.
• Must be able to read and interpret policies, procedures and instructions.
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.

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.