Pharmacy Technician, Call Center
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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Salary
💰 $17 - $28 per hour
Job Level
About the role
- Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication (i.e. provide one-on-one support for patients who were unable to fill their prescription due to an inventory shortage, patients who are non-adherent to medications, etc.)
- Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
- Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns such as medication adherence barriers or clinical-related challenges faced by patients, enabling timely intervention and resolution
- Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines and enter refill order for processing
- Utilize computer systems, software, and databases to accurately record patient information and interactions, call outcomes, program enrollments, and progress updates
- Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
- Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements
- Identify and communicate issues to senior level staff as appropriate
- Communicate effectively with team lead and supervisor through huddles, team meetings, cohort refreshers, technology updates
Requirements
- Resident of Alaska, Arizona, Florida, Idaho, Illinois, Maine, New Mexico, North Carolina, Ohio, Tennessee, Texas, Utah, Vermont or Washington due to regulatory compliance
- Active Pharmacy Technician license in state of residence
- Ability to obtain Florida Registered Pharmacy Technician license through application and fee (*Requires tech education from a Florida Board-approved training program.)
- 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center
- Minimum of one consecutive year experience in customer service
- Ability to maintain a consistent, reliable, and stable internet connection
- Internal colleagues must be in good standing to be considered
- Prior Call Center experience (Preferred)
- Previous experience working from home (Preferred)
- Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency (Preferred)
- Bilingual in Spanish (Preferred)
- Flexibility in work schedule (Preferred)
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings
- Tobacco cessation and weight management programs
- Confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Pharmacy Technician licensecustomer servicemedication adherencecall center experiencepatient supportproblem-solvingdata entryHIPAA complianceprogram enrollmentpatient privacy regulations
Soft Skills
communicationcollaborationflexibilityinterpersonal skillsteamworktroubleshootinginnovationconfidentialityreliabilityadaptability
Certifications
Pharmacy Technician licenseFlorida Registered Pharmacy Technician license