Job Description

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

CVS Health is seeking dedicated and compassionate Pharmacy Technicians to join our virtual Clinical Call Center team and provide valuable support for our patients across the Retail Pharmacy setting. As a Call Center Technician on this remote team, you will play a crucial role in improving patient adherence and health outcomes for individuals managing various disease states, such as Diabetes, Obesity, Respiratory Illnesses, Chronic Kidney Disease, and more. Using various software applications, you will engage with patients via live outreach to provide incremental, one-on-one therapy support for medications that they’re taking to better manage their condition. You will assist the team in daily activities to ensure exceptional service is maintained across department initiatives. In this role you must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment. Opportunities for cross-training on additional clinical support programs, as well as programs across the broader Retail Customer Care team, will be provided to support business need.

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

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication (i.e. provide one-on-one support for patients who were unable to fill their prescription due to an inventory shortage, patients who are non-adherent to medications, etc.)

• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success

• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns such as medication adherence barriers or clinical-related challenges faced by patients, enabling timely intervention and resolution

• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines and enter refill order for processing

• Utilize computer systems, software, and databases to accurately record patient information and interactions, call outcomes, program enrollments, and progress updates

• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes

• Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements

• 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

Required Qualifications

• Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance

• Active Pharmacy Technician license in state of residence

• Ability to obtain Rhode Island 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

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

Pay Range

The typical pay range for this role is:

$17.00 - $31.30

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (

We anticipate the application window for this opening will close on: 10/29/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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