Pharmacy Technician, RX Call Center
Job Description:
• 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
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
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
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• 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
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
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
Apply tot his job
Apply To this Job