Pharmacy Lead Technician

Pharmacy Lead 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. Our Pharmacy Lead Technicians (Lead Technicians) play a critical role in supporting our pharmacy teams to consistently deliver on our brand promise.

As a Lead Technician, you will be an example for and support the pharmacy team in delivering operational and service excellence within your store. Lead Technicians use and build upon the skills and responsibilities of the Pharmacy Technician/Inventory Specialist, acting as a role model, mentor, and guide to the pharmacy team while supporting the Pharmacy Manager and all Pharmacist(s). As an individual contributor and participant-leader, Lead Technicians assist in ensuring that pharmacy operations run smoothly; patients' prescriptions are filled promptly, safely, and accurately; and that the team provides caring service that exceeds patient expectations. Lead Technicians champion and coach consistent application of Standard Operating Procedures (SOPs), best practices, and effective communication with the pharmacy team. Throughout their shifts and in all customer and colleague interactions, they demonstrate genuine care and contribute to a safe and inclusive culture where all people feel valued and empowered.

The Lead Technician is responsible for adhering to and championing safe and effective operations of the pharmacy, including but not limited to:

• Living our purpose by following all company SOPs at each workstation to help our Pharmacists and pharmacy team manage and improve patient health
• Following, and coaching the pharmacy team to follow, pharmacy workflow and 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 showing empathy and genuine care: 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
• Assisting the Pharmacist-on-duty with managing day-to-day activities and delegated administrative tasks, which may include pharmacy scheduling and review of the Digital Workstation Assignment Board, daily/weekly communications, and daily/weekly reporting
• Maintaining the highest level of self-awareness and providing in-the-moment coaching, training, and mentoring to pharmacy team members while sharing best practices; providing pharmacy team performance feedback to the Pharmacy Manager, as needed, to contribute to their growth and development
• Overseeing and/or completing inventory activities, as permitted by law, and as directed by the pharmacy leadership team, such as accurately putting away medication deliveries, helping to prepare for and participating in annual physical inventories, and completing cycle counts, returns-to-stocks, waiting bin inventories, etc., acting as back-up and providing mentoring and coaching to the Inventory Specialist where applicable
• Contributing to a high-performing team, embracing a growth mindset, and being receptive to feedback; actively seeking opportunities to expand leadership competencies, alongside clinical and technical knowledge, to better assist patients
• Serving as a trusted source of truth to the pharmacy team, using judgement to escalate issues and referring colleagues to the appropriate support channel, as needed (e.g., Pharmacy Manager, Asset Protection, Colleague Relations, Ethics Line, etc.)
• 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 Lead 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 the pharmacy team on the benefits of becoming a certified immunizer and delivering immunizations to patients
• 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

Required Qualifications:

• 1+ years of experience as a Pharmacy Technician
• Must comply with any state board of pharmacy requirements or laws governing the practice of pharmacy, which includes but is not limited to, age, education, and licensure/certification
• If the state board of pharmacy does not address or mandate a minimum age requirement, must be at least 18 years of age as allowed by state employment laws
• If the state board of pharmacy does not address or mandate a minimum educational requirement, must have a high school diploma or equivalent, as defined by the state, or be actively enrolled in high school or high school equivalency program
• State-level licensure requirements vary by state

Essential Functions:

• Ability to work 30 hours or greater per week
• Regular and predictable attendance, including nights and weekends
• Ability to complete required training within designated timeframe
• Attention and Focus:
• Ability to concentrate on a task over a period of time
• Ability to pivot quickly from one task to another to meet patient and business needs
• Ability to confirm prescription information and label accuracy, ensuring patient safety
• Customer Service and Team Orientation:
• Actively look for ways to help people, and do so in a friendly manner
• Notice and understand patients' reactions, and respond appropriately
• Communication Skills:
• Use and understand verbal and written communication to interact with patients and colleagues
• Utilize active listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Provide clear and actionable direction, coaching and feedback to pharmacy team members
• Mathematical Reasoning:
• Ability to use math to solve a problem, such as determining the total number of tablets to dispense, day's supply, and/or number of full bottles and additional bottles needed to fill a prescription
• Problem Resolution:
• Recognize challenging patient or colleague interactions and choose the best course of action when faced with multiple options
• Physical Demands:
• Be mobile and remain upright for extended periods of time
• Lift, scan, and bag items
• Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items
• Move fingers repetitively, picking, pinching, typing, or otherwise working primarily with fingers rather than whole hand or arm
• Extend hand(s) and arm(s) multiple directions to place, move, or lift items
• Control precision; quickly adjust machines to exact positions
• Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist
• Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts
• Occasionally lift up to 20 lbs. and/or exert up