Tech,RX Call Center

CVS Health•Tallahassee, FL

16h•$17 - $28

About The Position

CVS Health is seeking dedicated and compassionate Pharmacy Technicians to support multiple retail pharmacy customer relations programs. Using various software applications, you will engage with patients via live outreach to provide incremental, one-on-one therapy support for medications that they’re taking to better manage their condition. You will assist the team in daily activities to ensure exceptional service is maintained across department initiatives. In this role you must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment. Opportunities for cross-training on additional clinical support programs, as well as programs across the broader Retail Customer Care team, will be provided to support business need. These programs include but are not limited to: • Outreach to Medicare members regarding their medication adherence and offering assistance to resolve any barriers to refill • Assist customers with placing orders in conjunction with their healthcare programs • Assist customers with retail pharmacy-related issues and other initiatives as needed

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
Verifiable High School diploma, GED or equivalent work experience

Nice To Haves

Prior Call Center experience
Previous experience working from home
Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency
Bilingual in Spanish
Flexibility in work schedule

Responsibilities

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.

Benefits

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.

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