Telepharmacy Technician Team Leader

CVS Health•Highland Park, NJ

1d•Onsite

About The Position

At CVS Health, the Telepharmacy Technician Team Leader plays a critical role in transforming healthcare by leading the pharmacy team in operational excellence within a Telepharmacy Remote Dispensing Pharmacy (RDP) location. This position acts as a role model, mentor, and guide to the Telepharmacy team, overseeing daily operations, triaging tasks, and balancing efficiency with accuracy. The Team Leader is the direct manager of Telepharmacy Technicians and is responsible for ensuring high standards of customer service, compassion, and regulatory compliance. Key aspects of the role include managing safe and effective pharmacy operations, handling inventory and controlled substances, enhancing patient experiences, leading staffing efforts (recruiting, hiring, terminating), managing team performance through coaching and reviews, conducting onboarding and training, creating schedules, reviewing business reports, fostering an inclusive culture, and ensuring compliance with all relevant laws and policies. The role also involves partnering with district leadership and may include delivering additional patient healthcare services like immunizations if certified and permissible by law.

Requirements

Must comply with any state board of pharmacy requirements or laws governing the practice of pharmacy, which includes but is not limited to, age, education, and licensure/certification
If the state board of pharmacy does not address or mandate a minimum age requirement, must be at least 18 years of age
If the state board of pharmacy does not address or mandate a minimum educational requirement, must have a high school diploma or equivalent, or be actively enrolled in high school or high school equivalency program
National Certification (PTCB or ExCPT)
State-level licensure requirements vary by state
1+ years full-time experience as a Pharmacy Technician
Regular and predictable attendance, including nights and weekends
Ability to complete required training within designated timeframe
Ability to concentrate on a task over a period of time
Ability to pivot quickly from one task to another to meet patient and business needs
Ability to confirm prescription information and label accuracy, ensuring patient safety
Actively look for ways to help people, and do so in a friendly manner
Notice and understand patients’ reactions, and respond appropriately
Use and understand verbal and written communication to interact with patients and colleagues
Utilize active listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Ability to use math to solve a problem, such as determining the total number of tablets to dispense, day’s supply, and/or number of full bottles and additional bottles needed to fill a prescription
Identifying challenging patient or colleague interactions and choosing the best course of action when faced multiple options
Ability to assess business problems and create and execute action plans to correct the root cause

Nice To Haves

3-5 years previous experience as a Pharmacy Technician
1+ year experience in a Telepharmacy Technician, Inventory Specialist, or Lead Technician role at CVS or equivalent
Associated Degree or equivalent
Availability to work 40 hours per week with flexible schedule
Advanced Certified Pharmacy Technician (CPhT-Adv)
Ability to become immunization certified
Management experience in retail, food/restaurant service, or customer service
Ability to work in the home store, and across the market in other locations, to meet business needs

Responsibilities

Living our purpose by following all company SOPs at each workstation to help our Telepharmacy Tech teams manage and improve patient health
Overseeing the safe and secure operation of the Telepharmacy Remote Dispensing Pharmacy, including serving as a keyholder, keeping alarm and safe codes, and protecting the integrity of all pharmacy products, with special attention to refrigerated products and controlled substances
Supporting safe and accurate prescription fulfillment by following—and directing the Telepharmacy Tech team to follow – pharmacy workflow procedures and utilizing the safety guardrails at every workstation
Overseeing the completion of inventory activities, such as accurately putting away medication deliveries and completing cycle counts, returns-to-stocks, waiting bin inventories, etc.; enabling a consistent approach to inventory management and critical functions to maintain target inventory levels and mitigate inventory loss
Completing all tasks related to controlled substance prescription fulfillment, including counting, capturing images, and maintaining inventory. Any additional CII prescription fulfillment must also be completed
Contributing to positive patient experiences by showing empathy and genuine care: creating heartfelt and personalized moments while serving patients at pick-up, drive-thru, and over the phone; keeping patients healthy by offering immunizations and other services at the register and over the phone; and demonstrating compassionate care by resolving patient concerns
Leading Telepharmacy Tech team staffing efforts, including recruiting, interviewing, hiring, and terminating team members; partnering with the Store Manager to maintain a healthy talent pipeline of cross-trained colleagues willing to work in the pharmacy, and ensuring that cross-trained colleagues are on-track for timely completion of all required training for licensure to work in the Telepharmacy Remote Dispensing Pharmacy, where allowed by state regulations
Managing Telepharmacy Tech team performance through effective coaching and consistent follow-up; delivering all required coaching/counseling, performance reviews, etc.
Conducting new Telepharmacy Tech onboarding, including training new hires on CVS Telepharmacy workflow and ensuring all new hires are on-track for timely completion of required training for licensure in partnership with the local Training Delivery team; delegating coordination of onboarding and training roadmaps to experienced Telepharmacy Techs, where appropriate; conducting skills validations at appropriate milestones (LearningHub completion, quarterly proficiency assessments for workstation assignments, etc.).
Contributing to a high-performing team, embracing a growth mindset, and being receptive to feedback; actively seeking opportunities to expand clinical and technical knowledge needed to better assist patients; using good judgement to escalate issues and direct colleagues to the appropriate support channel, when needed
Ensuring the timely, accurate, and fair creation of the Telepharmacy Tech team schedule, delegating to experienced Telepharmacy Techs, where appropriate; approving team vacation requests and monitoring and entering the appropriate payroll codes
Regularly reviewing business reporting for operational insights and developing action plans to close gaps in partnership with the Supervising Pharmacy Manager, including but not limited to workflow, service, patient care, and compliance
Establishing a culture of safety, empowerment, and inclusion so the Telepharmacy Tech team feels valued; building psychological safety by opening the door for feedback and taking relevant action
Understanding and complying with all relevant federal, state, and local laws, regulations, professional standards, and ethical principles.
Complying with CVS policies and procedures to ensure patient safety, compliance with controlled substance dispensing and recordkeeping, and to protect patient privacy and security
Delivering additional patient health care services when the pharmacist is on-site (e.g., immunizations, point-of-care testing, and voluntarily staffing offsite clinics), where allowable by law and supported by required training and certification; seeking opportunities to expand clinical, technical, and insurance knowledge to develop basic drug understanding and technical expertise needed to assist patients accurately and effectively
Partnering with District leadership, including the District Performance Coordinator and District Leader, to support priority market initiatives, as needed
Where permissible, completing additional licensure and training requirements, in compliance with state Board of Pharmacy regulations, to obtain Technician Immunizer status to support preparing and administering vaccines
Where permissible, educating patients about the importance of vaccines and referring patients to the Supervising Pharmacist for vaccination questions
Where permissible, monitoring for, and responding to, adverse reactions; reporting adverse reaction events per public health requirements
Where permissible, reviewing and collecting patient information; tracking and documenting for each applicable patient
Where permissible, monitoring and managing vaccine supplies
Lead by example and set a positive tone for the team
Delegate tasks, empower team members, and foster a collaborative work environment
Motivate and inspire team members to adhere to standards and achieve high performance
Apply problem-solving skills to address challenges and find innovative solutions
Adaptability and accountability to navigate changing circumstances and take ownership
Coach, reinforce, encourage, provide feedback to, discipline, and/or terminate pharmacy team members
Any additional tasks as directed by Supervisor or Manager