[Hiring] Tech,RX Call Center @CVS Health

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Role Description

CVS Health is seeking dedicated and compassionate Pharmacy Technicians to support multiple retail pharmacy customer relations programs.

  • Engage with patients via live outreach to provide incremental, one-on-one therapy support for medications.
  • Assist the team in daily activities to ensure exceptional service is maintained across department initiatives.
  • Triage tasks, balance efficiency with accuracy, and work both independently and as a team in a fast-paced environment.

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.

Responsibilities will consist of the following but are not limited to:

  • Conduct inbound and outbound calls to patients that qualify for adherence-based programs.
  • Address patient concerns, troubleshoot issues, and provide appropriate resolutions.
  • Identify clinical support needs and escalate calls to Pharmacists on the team.
  • Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines.
  • Utilize computer systems, software, and databases to accurately record patient information and interactions.
  • Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies.
  • Collaborate with cross-functional teams to identify areas for program improvement.
  • 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.

Qualifications

  • 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.
  • 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.

Requirements

  • Prior Call Center experience.
  • Previous experience working from home.
  • Microsoft (MS) Windows-based applications and MS Office proficiency.
  • Bilingual in Spanish.
  • Flexibility in work schedule.

Benefits

  • Affordable medical plan options.
  • 401(k) plan (including matching company contributions).
  • Employee stock purchase plan.
  • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs.
  • Confidential counseling and financial coaching.
  • Paid time off, flexible work schedules, family leave, dependent care resources.
  • Colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
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