Pharmacy Care Technician

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

POSITION SUMMARY: 

Handles incoming calls from customers, healthcare providers, and pharmacies regarding prescription-related inquiries, providing accurate and timely assistance. Verifies and validates prescription information, including dosage, medication names, and patient details, adhering to company protocols to ensure accuracy. Documents customer concerns, complaints, or issues related to prescriptions, demonstrating empathy and professionalism to resolve problems effectively. Provides guidance and support to customers regarding prescription refills, medication adherence, potential drug interactions, and general medication information. Operates computer systems and software applications to access and update customer records, prescription data, and relevant information during customer interactions. Communicates regularly with healthcare professionals, insurance providers, and pharmacies to facilitate the verification, authorization, and processing of prescriptions. Escalates complex or urgent issues to appropriate teams, such as pharmacists or supervisors, for further assistance and resolution. Monitors, tracks, and analyzes call center performance metrics, including call handling time, customer satisfaction, and quality standards to gather actionable insight for continuous improvement opportunities. Stays updated on industry regulations, medication trends, and new pharmaceutical products, continuously improving knowledge and expertise to provide accurate and up-to-date information to customers

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

· Handles incoming calls from customers, healthcare providers, and pharmacies regarding prescription-related inquiries, providing accurate and timely assistance.

· Verifies and validates prescription information, including dosage, medication names, and patient details, adhering to company protocols to ensure accuracy.

· Documents customer concerns, complaints, or issues related to prescriptions, demonstrating empathy and professionalism to resolve problems effectively.

· Provides guidance and support to customers regarding prescription refills, medication adherence, potential drug interactions, and general medication information.

· Operates computer systems and software applications to access and update customer records, prescription data, and relevant information during customer interactions.

· Communicates regularly with healthcare professionals, insurance providers, and pharmacies to facilitate the verification, authorization, and processing of prescriptions.

· Escalates complex or urgent issues to appropriate teams, such as pharmacists or supervisors, for further assistance and resolution.

· Monitors, tracks, and analyzes call center performance metrics, including call handling time, customer satisfaction, and quality standards to gather actionable insight for continuous improvement opportunities.

· Stays updated on industry regulations, medication trends, and new pharmaceutical products, continuously improving knowledge and expertise to provide accurate and up-to-date information to customers.

FL REQUIRED QUALIFICATIONS:

• Working knowledge of problem solving and decision-making skills
• 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 (*Requires tech education from a Florida Board-approved training program.)
• 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

FL PREFERRED QUALIFICATIONS:

• Prior Call Center experience
• Previous experience working from home
• Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency
• Bilingual in Spanish
• Flexibility in work schedule

EDUCATION:

• Verifiable High School diploma, GED or equivalent work experience

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including 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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Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.