Call Center Pharmacy Technician I

Pharmacy Technician I

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.

The Pharmacy Technician acts as a liaison between the patient, provider, and pharmacist. The Pharmacy Technician provides exceptional customer service and excellent phone etiquette while exercising empathy with Oak Street Health patients.

Core Responsibilities:

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
• Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
• Make outbound calls to pharmacies on behalf of the patient when needed
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
• Utilize electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information into applicable electronic platforms
• Capture and document all patient requests prior to ending the call
• Monitor the CareReq queue to ensure the completion of any open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
• Execute prescription requests according to up-to-date process standards and policies
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
• Responsible for maintaining licensure and certification
• Complete all Continuing Education expectations
• Other duties as assigned

Remote Work Requirements:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Career Development Opportunities:

The career path from Pharmacy Technician I to Pharmacy Technician II includes:

• A minimum tenure of 6 months in the Pharmacy Technician I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Meet "Exceptional" performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
• Average Calls per Hour
• Average Handle Time
• Average Unavailable Time
• Quality Metrics
• Demonstrate proven reliability and satisfactory attendance

What are we looking for?

• Minimum 1 year of retail pharmacy experience required
• Active Pharmacy Technician License in the state of residence
• Certified Pharmacy Technician (CPhT) certification required
• High school diploma or equivalent required
• Bilingual Spanish preferred, medical Spanish a plus
• Strong working knowledge of MS Office and Google Suite preferred
• Ability to execute daily responsibilities with minimal supervision
• Demonstrated ability to deliver high-quality customer service
• Deliver confident and professional service to Oak Street Health patients and internal partners
• US work authorization

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.

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.