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 customer service and professional phone support to Oak Street Health patients. This remote call-center role handles medication refill requests, communicates with pharmacies and patients, coordinates with care teams, documents requests in electronic systems, and assists with patient appointments and transportation. Technicians are expected to meet departmental metrics, follow current prescription-request processes and policies, maintain licensure and certification, and complete continuing education. The position requires a private, distraction-free home office and reliable internet and equipment. Candidates must be able to attend remote training and, for employees located within 50 miles of an OSH center, provide their own transportation if on-site support is required. Call-center/home-office locations include Downers Grove and Chicago, Illinois, and Charlotte, North Carolina. The role offers a structured career-development path from Pharmacy Technician I to higher technician levels. Advancement to Pharmacy Technician II requires at least six months in the role, strong and consistent performance, reliability, and exceptional performance metrics for at least three consecutive months.

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 connect equipment directly to a router or modem.
A private, distraction-free remote work environment and reliable dependent care during working hours.
Ability to provide own transportation if on-site support is required for employees located within 50 miles of a physical OSH 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 perform daily responsibilities with minimal supervision.
Demonstrated ability to deliver high-quality customer service and provide confident, 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.
For career progression to Pharmacy Technician II: at least six months of tenure as Pharmacy Technician I; strong problem-solving and communication skills; thorough understanding of customer needs; desire to learn and grow; exceptional performance metrics for at least three consecutive months; and proven reliability and satisfactory attendance.

Responsibilities

Handle inbound calls for refill requests, investigate refill status, and fulfill medication renewal requests as indicated.
Contact patients to assist or remind them to obtain medication refills from retail, independent, or mail-order pharmacies.
Call pharmacies on patients’ behalf when needed.
Handle the stated call volumes of 40–50 inbound calls and/or 60–80 outbound calls per day.
Coordinate with center care teams to address barriers that prevent 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, capturing and documenting patient requests before ending calls.
Monitor the CareReq queue and ensure open requisitions are completed.
Arrange transportation for center visits and schedule off-cadence or requested patient appointments.
Use warm transfers to the triage nurse line when patients raise acute healthcare concerns.
Execute prescription requests according to current process standards and policies.
Maintain a private, distraction-free work environment that protects patient information.
Meet and exceed departmental metrics and stay informed about metric changes and updates.
Maintain licensure and certification and complete continuing education expectations.
Perform other duties as assigned.