[Hiring] Tech,RX Call Center @CVS Health

Role Description

CVS Health is seeking dedicated and compassionate Pharmacy Technicians to support multiple retail pharmacy customer relations programs. Using various software applications, you will engage with patients via live outreach to provide incremental, one-on-one therapy support for medications that they’re taking to better manage their condition. You will assist the team in daily activities to ensure exceptional service is maintained across department initiatives. In this role you must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment. Opportunities for cross-training on additional clinical support programs, as well as programs across the broader Retail Customer Care team, will be provided to support business need.

• Outreach to Medicare members regarding their medication adherence and offering assistance to resolve any barriers to refill
• Assist customers with placing orders in conjunction with their healthcare programs
• Assist customers with retail pharmacy-related issues and other initiatives as needed

Responsibilities will consist of the following but are not limited to:

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication (i.e. provide one-on-one support for patients who were unable to fill their prescription due to an inventory shortage, patients who are non-adherent to medications, etc.)
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns such as medication adherence barriers or clinical-related challenges faced by patients, enabling timely intervention and resolution
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines and enter refill order for processing
• Utilize computer systems, software, and databases to accurately record patient information and interactions, call outcomes, program enrollments, and progress updates
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements
• Identify and communicate issues to senior level staff as appropriate
• Communicate effectively with team lead and supervisor through huddles, team meetings, cohort refreshers, technology updates.

Qualifications

• Resident of Alaska, Arizona, Florida, Idaho, Illinois, Maine, New Mexico, North Carolina, Ohio, Tennessee, Texas, Utah, Vermont or Washington due to regulatory compliance
• Active Pharmacy Technician license in state of residence
• Ability to obtain Florida Registered Pharmacy Technician license through application and fee (*Requires tech education from a Florida Board-approved training program.)
• 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center
• Minimum of one consecutive year experience in customer service
• Ability to maintain a consistent, reliable, and stable internet connection
• Internal colleagues must be in good standing to be considered

Requirements

• Prior Call Center experience
• Previous experience working from home
• Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency
• Bilingual in Spanish
• Flexibility in work schedule

Benefits

• Comprehensive and competitive mix of pay and benefits
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs and other resources, based on eligibility