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

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

Pharmacy Technician, Call Center

Key skills