Pharmacy Technician

Pharmacy Technician

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

At CVS Health, we are focused on transforming health care for our customers and making our company a great place to work. We help people navigate the health care system and their personal health care by improving access, lowering costs and being a trusted partner for every meaningful moment of health. Within our Retail locations, we bring this promise to life with heart every day and our Pharmacy Technicians (Technicians) play a critical role in supporting our pharmacy teams to consistently deliver on our brand promise.

As a Technician, you will support the pharmacy team in delivering operational and service excellence within your store. Technicians are often the first point of contact to assist our patients and customers to deliver an exceptional experience. Technicians assist the pharmacy team to ensure that pharmacy operations run smoothly, our patients' prescriptions are filled promptly, safely, and accurately, and we are providing caring service that exceeds patient expectations. Technicians operate as part of the pharmacy team through consistent application of Standard Operating Procedures (SOPs), best practices, and effective communication. Throughout their shifts and in all customer and colleague interactions, they demonstrate CVS Health's HeartAtWork behaviors, HelpingWithHeart Actions, and contribute to a safe and inclusive culture where all people feel valued and empowered.

Once in role, Technicians are required to complete a rigorous company training program and satisfy all registration, licensing, and certification requirements according to their State's Board of Pharmacy guidelines. Where applicable, this may include, but is not limited to, the accredited company-provided ASHP/ACPE training program. Until the Pharmacy Technician has completed all necessary requirements, duties may be restricted by the Pharmacy Manager.

A Technician is responsible for contributing to safe and effective operations of the pharmacy, including but not limited to:

• Living our purpose of "Bringing our Heart to Every Moment of Your Health" by following all company SOPs at each workstation to help our Pharmacists manage and improve patient health
• Following WeCARE workflow procedures at each pharmacy workstation (i.e., production, pick-up, drive-thru, and drop-off) for safe and accurate prescription fulfillment
• Contributing to positive patient experiences by Helping With Heart: creating heartfelt and personalized moments while serving patients at pick-up, drive-thru, and over the phone; keeping patients healthy by offering immunizations and other services at the register and over the phone; and demonstrating compassionate care by solving or escalating patient problems
• Completing basic inventory activities, as permitted by law, and as directed by the pharmacy leadership team, such as accurately putting away medication deliveries and completing cycle counts, returns-to-stocks, waiting bin inventories, etc.
• Contributing to a high-performing team, embracing a growth mindset, and being receptive to feedback; actively seeking opportunities to expand clinical and technical knowledge needed to better assist patients
• Remaining flexible for both scheduling and business needs, while contributing to a safe, inclusive, and engaging team dynamic; voluntarily traveling to stores in the market to work shifts as needed by the business
• Understanding and complying with all relevant federal, state, and local laws, regulations, professional standards, and ethical principles. Complying with CVS policies and procedures to ensure patient safety, compliance with controlled substance dispensing and recordkeeping, and to protect patient privacy and security
• Delivering additional patient health care services (e.g., immunizations, point-of-care testing, and voluntarily staffing offsite clinics), where allowable by law and supported by required training and certification

Where permissible, the Pharmacy Technician may also support immunizations, which includes the following responsibilities:

• Completing additional licensure and training requirements, in compliance with state Board of Pharmacy regulations, to obtain Technician Immunizer status to support preparing and administering vaccines
• Educating patients about the importance of vaccines and referring patients to the Pharmacist-on-duty for vaccination questions
• Monitoring for, and responding to, adverse reactions; reporting adverse reaction events per public health requirements
• Reviewing and collecting patient information; tracking and documenting for each applicable patient
• Monitoring and managing vaccine supplies

Primary Job Duties & Responsibilities:

1. Prescription Fulfillment and Inventory Management - Estimated % of Time - 45%

• Takes direction from the Pharmacist-on-duty and contributes effectively to maintaining workflow excellence throughout the shift; rotates through workstations as directed by the workstation assignment board and/or Pharmacist-on-duty or Lead Technician
• Production: Produces prescriptions in accordance with WeCare workflow SOPs, including but not limited to accurate product selection, counting, labeling, photographing, and bagging prescriptions (where applicable) under Pharmacist supervision; follows inventory management best practices (such as utilizing the return-to-stock vial first and dispensing in manufacturer packaging when able) while in production to improve pharmacy inventory excellence
• Drop-off: Triages prescriptions for data entry, inventory availability, insurance claim processing, and insurance rejection resolution
• Completes and/or ensures completion through delegation of inventory management activities, as directed by pharmacy systems and Pharmacist-on-duty, including but not limited to:
• Daily product cycle counts
• Reviewing and maintaining QI, including notifying patients of out-of-stock medications
• Warehouse and outside vendor pharmacy ordering
• Timely check-in and shelving of delivered product in appropriate bays
• Monitoring and management of vaccine supplies and proper vaccine storage
• Waiting bin inventories and returns-to-stock
• Pulling of outdates and completion of one-by-one Inmar returns
• Additional returns (e.g., OV Returns, Warehouse Returns, StrongPak, etc.) and Rx Redeploys, as directed
• Timely action to remove and return recalled product
• Review of monthly Inventory Excellence reporting with the pharmacy leadership team; action planning and pharmacy team follow-up to address key opportunities for improvement
• Serves as the point person for annual inventory and all pharmacy resets/planograms, as delegated by the Pharmacy Manager and Lead Technician
• Uses good judgment to engage Pharmacist for clinical oversight and support when needed; proactively calls for backup and/or asks for help as required by real-time business needs
• Collaborates with and supports other pharmacy team members to keep workflow on-track
• Helps to maintain a clean and neat pharmacy environment (e.g., vacuuming, dusting shelves, trash removal, etc.)

2. Customer Service and Patient Care - Estimated % of Time - 45%

• Brings a patient-centric mindset to all workstations, especially pick-up and drive-thru, Helping With Heart and showing empathy in interactions with customers and other colleagues
• At pick-up and drive-thru, operates pharmacy register and delivers patient service offerings as directed by system prompts and/or guidance of the Pharmacist-on-duty; monitors the length of the line and calls for backup from other Technicians and/or the front store team (as allowed by state Board of Pharmacy guidelines) to manage customer wait times
• Proactively notifies patients of out-of-stock medications, when applicable; offers options to resolve urgent patient needs, such as medication and/or prescription transfers
• Engages patients at pick-up with applicable service offerings, including and especially closing immunization gaps, maintaining integrity and customer-orientation in the delivery of all register prompts, and referring patients to the Pharmacist-on-duty for required counseling as directed by the system
• Welcomes and encourages walk-in immunization opportunities; promptly flags these opportunities for the Pharmacist-on-duty or other immunizer to keep patients healthy; when an immunizer is not available, proactively schedules patients to return for an appointment to close immunization gaps
• Is knowledgeable and engaging when talking to patients about our digital and loyalty offerings; welcomes and encourages patients to add front store products to their pharmacy order at pick-up
• Answers the phone and/or returns patient voicemails promptly, using the Helping With Heart actions to understand and address patient requests
• Executes telephonic