Call Center Pharmacy Technician I

CVS Health•Work At Home-Illinois, IL

7d•$17 - $31•Remote

About The Position

The Pharmacy Technician I acts as a liaison between patients, providers, and pharmacists, providing empathetic, high-quality customer service and professional phone support to Oak Street Health patients. The role handles medication refill and renewal requests, coordinates with pharmacies and care teams, documents patient needs, and supports appointment scheduling and transportation arrangements. It also involves monitoring requisitions, routing acute concerns to the triage nurse line, and following current prescription processes and policies. This is a remote call-center position requiring a private, distraction-free home office, reliable dependent care during working hours, high-speed internet, and the ability to hardwire equipment to a router or modem. Candidates near an Oak Street Health location may need to provide their own transportation for on-site support. The role includes remote classroom-style training and requires professionalism, conscientiousness, and reliability. The career path from Pharmacy Technician I to Pharmacy Technician II requires at least six months in the role and sustained strong performance, problem-solving, communication, reliability, and attendance. Advancement requires meeting exceptional performance metrics for at least three consecutive months. The broader Level I–III progression is designed to build knowledge, responsibility, and expertise.

Requirements

At least one year of retail pharmacy experience.
Active Pharmacy Technician License in the state of residence.
Certified Pharmacy Technician (CPhT) certification.
High school diploma or equivalent.
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 a router or modem.
A distraction-free, private remote work environment and reliable dependent care during working hours.
Ability to provide own transportation for on-site support when required for employees located within 50 miles of a physical Oak Street Health location or center.
Ability to participate in classroom-style remote training sessions.
Understanding of the conscientiousness, professionalism, and reliability required in a remote work environment.
Ability to execute daily responsibilities with minimal supervision.
Demonstrated ability to deliver high-quality customer service.
Ability to provide confident and professional service to Oak Street Health patients and internal partners.
US work authorization.

Nice To Haves

Bilingual Spanish; medical Spanish is a plus.
Strong working knowledge of MS Office and Google Suite.

Responsibilities

Handle inbound calls for refill requests, investigate refill status, and fulfill medication renewal requests as indicated.
Contact and assist or remind patients to obtain medication refills from retail, independent, or mail-order pharmacies.
Make outbound calls to pharmacies on behalf of patients when needed.
Manage the expected call volume of 40–50 inbound calls and/or 60–80 outbound calls per day.
Coordinate with center care teams to address barriers preventing patients from receiving refills.
Use the electronic medical record platform to send requests and updates to field care teams.
Document clear and precise information in applicable electronic platforms.
Capture and document all patient requests before ending each call.
Monitor the CareReq queue and ensure open requisitions are completed.
Arrange transportation for center visits.
Schedule off-cadence or requested patient appointments.
Use warm transfers to the triage nurse line when patients have acute healthcare concerns.
Execute prescription requests according to current process standards and policies.
Work in a private, distraction-free environment that protects patient information.
Meet and exceed departmental metrics and stay informed about metric changes and updates.
Maintain licensure and certification.
Complete continuing education expectations.
Perform other duties as assigned.