Pharmacy Technician, Retail Customer Care-RI/MA

CVS Health Prescription Call Center Representative

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.

Position Summary:

Handles incoming calls from customers, healthcare providers, and pharmacies regarding prescription-related inquiries, providing accurate and timely assistance.

Verifies and validates prescription information, including dosage, medication names, and patient details, adhering to company protocols to ensure accuracy.

Documents customer concerns, complaints, or issues related to prescriptions, demonstrating empathy and professionalism to resolve problems effectively.

Provides guidance and support to customers regarding prescription refills, medication adherence, potential drug interactions, and general medication information.

Operates computer systems and software applications to access and update customer records, prescription data, and relevant information during customer interactions.

Communicates regularly with healthcare professionals, insurance providers, and pharmacies to facilitate the verification, authorization, and processing of prescriptions.

Escalates complex or urgent issues to appropriate teams, such as pharmacists or supervisors, for further assistance and resolution.

Monitors, tracks, and analyzes call center performance metrics, including call handling time, customer satisfaction, and quality standards to gather actionable insight for continuous improvement opportunities.

Stays updated on industry regulations, medication trends, and new pharmaceutical products, continuously improving knowledge and expertise to provide accurate and up-to-date information to customers.

Primary Job Duties & Responsibilities:

• Handles incoming calls from customers, healthcare providers, and pharmacies regarding prescription-related inquiries, providing accurate and timely assistance.
• Verifies and validates prescription information, including dosage, medication names, and patient details, adhering to company protocols to ensure accuracy.
• Documents customer concerns, complaints, or issues related to prescriptions, demonstrating empathy and professionalism to resolve problems effectively.
• Provides guidance and support to customers regarding prescription refills, medication adherence, potential drug interactions, and general medication information.
• Operates computer systems and software applications to access and update customer records, prescription data, and relevant information during customer interactions.
• Communicates regularly with healthcare professionals, insurance providers, and pharmacies to facilitate the verification, authorization, and processing of prescriptions.
• Escalates complex or urgent issues to appropriate teams, such as pharmacists or supervisors, for further assistance and resolution.
• Monitors, tracks, and analyzes call center performance metrics, including call handling time, customer satisfaction, and quality standards to gather actionable insight for continuous improvement opportunities.
• Stays updated on industry regulations, medication trends, and new pharmaceutical products, continuously improving knowledge and expertise to provide accurate and up-to-date information to customers.

Required Qualifications:

• Working knowledge of problem solving and decision-making skills.
• For regulatory purposes, must be a resident and Licensed Pharmacy Technician in one of the following states: Alaska, Arizona, Florida, Idaho, Illinois, Maine, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont.
• Candidate must obtain Rhode Island Pharmacy Technician license (application and fee) upon hire.

Preferred Qualifications:

Certified Patient Care Technician (CPCT) preferred. Licensed Pharmacy Technician in Rhode Island or Massachusetts.

Education:

Verifiable high school diploma or equivalent required.

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $17.00 - $31.30

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.