Pharmacy Technician

Job Description

Job Description:\n\nJob Description SummaryThis position provides an opportunity, in a leading retail pharmacy setting, to excel in a complex, high-impact, patient-focused role and positively impact the lives of others. Pharmacy Technicians take important steps to ensure that they meet medication needs and regulatory compliance standards for our patients, demonstrate ethical conduct and always maintain patient confidentiality. Success for incumbents in this role includes being able to manage all assigned pharmacy workstations and tasks to support the team's ability to promptly, safely and accurately fill patient prescriptions all while providing caring service that exceeds customer expectations.Once in role, Pharmacy Technicians are required to complete an extensive CVS Pharmacy Technician Training Program as well as satisfy all registration, licensing, and certification requirements according to their State's Board of Pharmacy guidelines. Pharmacy Technician duties will be restricted by the manager at first until the Pharmacy Technician completes all necessary requirements. Responsibilities include:•\tLiving our purpose of "Bringing our Heart to Every Moment of Your Health" by engaging with customers, in-person and over the phone, to help manage and improve patient health. Always focusing on the needs of the customer and displaying genuine care and empathy in all interactions. Ensuring customer satisfaction and educating customers about our service and product offerings to help them make the healthiest choices and decisions for themselves.•\tDemonstrating compassion and care by proactively identifying and resolving potential problems to ensure customers have their medications when needed; collaborating with the pharmacy team in their store and other pharmacy teams in their market, as needed, medical staff, insurance companies, and customers to resolve issues, ensure accuracy, and deliver timely resolution of any medication or insurance concerns.•\tEffectively following workflow procedures with an in-depth understanding of each workstation (i.e., production, pick-up, drive-thru, and drop-off) for safe and accurate prescription fulfillment; delivering results while balancing quality and efficiency in all tasks; embracing agility to manage all workstation responsibilities while reprioritizing to help customers and the team when needed.•\tFollowing basic inventory management policies and procedures as permitted by law and as directed by the pharmacy leadership team, such as accurately putting away warehouse and vendor drug deliveries, completing cycle counts, returns-to-stock, waiting bin inventories, etc.•\tContributing to a high-performing team; embracing a growth mindset and being receptive to feedback and continuous improvement efforts; remaining flexible and opening availability to help meet scheduling and business needs while contributing to a safe, inclusive, and engaging team dynamic; actively seeking opportunities to expand clinical, technical, and insurance knowledge needed to assist customers accurately and more effectively.•\tUnderstanding and following applicable Federal and State laws (e.g., HIPAA), regulations (e.g., OSHA), professional standards, and ethical principles; complying with CVS policies and procedures to ensure and protect patient safety, privacy and security.Where allowable by law and supported by required training and certification, deliver additional patient health care services to support the health and wellness of the community, e.g. point-of-care testing and offsite clinics.Where applicable, the Pharmacy Technician may also support immunizations, which includes the following responsibilities:•\tPreparing and administering vaccines to patients•\tEducating patients about vaccines and answering questions to obtain informed consent•\tMonitoring for and responding to adverse reactions; reporting adverse reaction events per public health requirements•\tReviewing and collecting patient information; tracking and documentation per patient•\tMonitoring and managing vaccine supplies•\tAt all times, strictly complying with all relevant internal and external policies and procedures relevant to immunizations and vaccinesAt 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: Where permissible, the Pharmacy Technician may also support immunizations, which includes the following responsibilities:Primary Job Duties & Responsibilities:1. Prescription Fulfillment and Inventory Management - Estimated % of Time - 45%2. Customer Service and Patient Care - Estimated % of Time - 45%3. Continuing Training, Compliance, and Pharmacy Team Culture - Estimated % of Time - 10%EducationEquivalent Experience - preferredHigh School Diploma or General Equivalent Development (GED) - preferred.Other Certification(s): Requirements vary by state ​- requiredOther License(s): Requirements vary by state - requiredPrior Relevant Work Experience:1 to 3 years -preferredEssential Qualifications, Essential Functions & Preferred Qualifications: Essential Qualifications and Functions: Attention and Focus: Customer Service and Team Orientation: Communication Skills: Mathematical Reasoning: Problem Resolution: Physical Demands: Preferred Qualifications: Our diverse work experience empowers colleagues for career success. In addition to skill and experience, we attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity, and accountability. CVS Health is an equal opportunity employer. We value and are committed to the full spectrum of diversity in the workplace, including diversity based on gender, race, ethnicity, disability and protected Veteran status. We proudly support and encourage people with military experience (active, veterans, reservists, and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodation(s) to qualified individuals with disabilities. If you require assistance to apply for or perform this job, please contact Colleague Relations team FSLA status - non-exemptLiving 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 healthFollowing WeCARE workflow procedures at each pharmacy workstation (i.e., production, pick-up, drive-thru, and drop-off) for safe and accurate prescription fulfillmentContributing 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 problemsCompleting 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 patientsRemaining 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 businessUnderstanding 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 securityDelivering 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 certificationCompleting additional licensure and training requirements, in compliance with state Board of Pharmacy regulations, to obtain Technician Immunizer status to support preparing and administering vaccinesEducating patients about the importance of vaccines and referring patients to the Pharmacist-on-duty for vaccination questionsMonitoring for, and responding to, adverse reactions; reporting adverse reaction events per public health requirementsReviewing and collecting patient information; tracking and documenting for each applicable patientMonitoring and managing vaccine suppliesTakes 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 TechnicianProduction: 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 excellenceDrop-off: Triages prescriptions for data entry, inventory availability, insurance claim processing, and insurance rejection resolutionCompletes 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 countsReviewing and maintaining QI, including notifying patients of out-of-stock medicationsWarehouse and outside vendor pharmacy orderingTimely check-in and shelving of delivered product in appropriate baysMonitoring and management of vaccine supplies and proper vaccine storageWaiting bin inventories and returns-to-stockPulling of outdates and completion of one-by-one Inmar returnsAdditional returns (e.g., OV Returns, Warehouse Returns, StrongPak, etc.) and Rx Redeploys, as directedTimely action to remove and return recalled productReview of monthly Inventory Excellence reporting with the pharmacy leadership team; action planning and pharmacy team follow-up to address key opportunities for improvementServes as the point person for annual inventory and all pharmacy resets/planograms, as delegated by the Pharmacy Manager and Lead TechnicianUses 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 needsCollaborates with and supports other pharmacy team members to keep workflow on-trackHelps to maintain a clean and neat pharmacy environment (e.g., vacuuming, dusting shelves, trash removal, etc.)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 colleaguesAt 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 timesProactively notifies patients of out-of-stock medications, when applicable; offers options to resolve urgent patient needs, such as medication and/or prescription transfersEngages 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 systemWelcomes 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 gapsIs 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-upAnswers the phone and/or returns patient voicemails promptly, using the Helping With Heart actions to understand and address patient requestsExecutes telephonic patient outreach as directed by Patient Care Central and/or the Pharmacist-on-duty or Lead Technician; brings a spirit of Helping With Heart to engage patients to improve health outcomesUses good judgment to escalate challenging patient interactions to a more senior member of the pharmacy team, when neededDelivers additional health care services as allowable by state regulation, individual certification, and as directed by pha