Pharmacy Technician, Retail Customer Care

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.

Primary Job Duties & Responsibilities

• 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.

Required Qualifications

• Working knowledge of problem solving and decision making skills.
• For regulatory purposes, must be a resident and Licensed Pharmacy Technician in one of the following states: Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont
• Candidate must obtain Rhode Island Pharmacy Technician license (application and fee) upon hire

Preferred Qualifications

Certified Patient Care Technician (CPCT) preferred.

Licensed Pharmacy Technician in Rhode Island or Massachusetts

Education

Verifiable high school diploma or equivalent required.

Anticipated Weekly Hours

Time Type

Pay Ra