Call Center Pharmacy Technician I

CVS Health•Work At Home-Illinois, IL

1d•$17 - $31•Remote

About The Position

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. 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.

Requirements

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
US work authorization
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
Demonstrated ability to deliver high-quality customer service
Deliver confident and professional service to Oak Street Health patients and internal partners

Nice To Haves

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

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