Call Center Pharmacy Technician I

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Role Description

The Pharmacy Technician acts as a liaison between the patient, provider, and pharmacist. The Pharmacy Technician provides exceptional customer service and excellent phone etiquette while exercising empathy with Oak Street Health patients.

Core Responsibilities

Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated

Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.

Make outbound calls to pharmacies on behalf of the patient when needed

Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound

Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills

Utilize electronic medical record platform to send requests and updates to field care teams

Document clear and precise information into applicable electronic platforms

Capture and document all patient requests prior to ending the call

Monitor the CareReq queue to ensure the completion of any open requisitions

Schedule off-cadence or requested patient appointments

Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns

Execute prescription requests according to up-to-date process standards and policies

Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected

Meet and exceed departmental metrics; stay informed of changes and updates to department metrics

Remote Work Requirements

Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems

Prior remote work experience

Ability to obtain high-speed internet and hardwire equipment to router/modem

Distraction-free and private remote work environment required as well as reliable dependent care during working hours

Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center https://www.oakstreethealth.com/locations

Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC

Ability to participate in classroom-style remote training sessions

An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Career Development Opportunities

The career path from Pharmacy Technician I to Pharmacy Technician II includes:

A minimum tenure of 6 months in the Pharmacy Technician I role

Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs

Demonstration of a strong desire to learn and grow in their role