Kenedy - Pharmacy Care Representative - Part time

About the Role

As a Pharmacy Care Representative, you'll work in a team environment to provide superior customer service that exceeds patient expectations.

Responsibilities

• Customer Service / Patient Care:
  • Provides and role-models superior customer service.
  • Works closely with Pharmacists, Pharmacy Technicians, and Pharmacy Care Representatives (PCRs) to provide excellent patient care.
  • Promotes and fosters "Greet, Ask, and Thank" and H-E-B telephone strategies; directs calls to appropriate Partner.
  • Receives written prescriptions from customers; obtains / verifies demographic and profile-related information.
  • Receives refill prescription numbers (by phone and at drop-off counter) and obtains profile-related information; processes written prescriptions and refill numbers into RXEVO.
  • Generates prescription-related paperwork; files / retrieves / maintains prescriptions in the Will-Call area.
  • Uses RXEVO at point of sale (POS) system; ensures procedures are followed to deliver prescriptions to correct patients (name, number of orders per bag, etc.).
  • Directs customers to counseling window for Pharmacist consultation.
  • Obtains /returns tills from bookkeeping; processes customer transactions at register.
  • Maintains manual signature capture receipts; scans into RXEVO in a timely fashion.
  • Properly processes / clears prepaid prescriptions.
  • Ensures all prescription deliveries are finalized; prints RX delivery ledger daily.
  • Completes contact patient queue.
  • Files / maintains prescription hard copies.
  • Assists Technicians and Pharmacists to ensure complete, efficient production for the shift.
  • Participates in / assists with Rx screening events, flu shot scheduling, immunization scheduling, and future medication therapy management (MTM) events.
  • Checks in / assists customers receiving vaccines using comprehensive vaccine manager (CVM) tool or other professional services apps.
  • May participate in other professional services activities.
• Inventory Management:
  • Receives OTC inventory; checks delivery for accuracy compared to invoices, contacts H-E-B warehouse or vendor if inventory is short.
  • Stages OTC inventory; breaks out into stocking sections, including front-of-pharmacy items (e.g., OTC, diabetic supplies).
  • Complies with Return to Stock SOP to locate prescriptions via inventory management queue.
  • Ensures caps, vials, bags, etc., are correctly stocked.
  • Records fridge and freezer temperature logs.
• Compliance / Sanitation:
  • Complies with HIPAA regulations to ensure privacy and confidentiality of personal health information (PHI).
  • Complies with TSBP rules and H-E-B SOPs to ensure patient counseling is provided on applicable prescriptions.
  • Complies with SOP to process PSE transactions; follows manual process only if electronic system unavailable.
  • Complies with Central Fill check-in procedures.
  • Ensures department and work area (inside and outside) comply with presentation, organization, sanitation, and maintenance guidelines.
  • Removes trash from department; complies with trash compactor processes.

Qualifications

• Age Requirement: 18+
• Work Experience:
  • Experience in retail; experience in pharmacy a plus.
  • Experience working in a fast-paced environment.
• Knowledge/Skills/Abilities:
  • Working knowledge of pharmacy-related tasks, H-E-B RXEVO system, register procedures, and H-E-B Pharmacy SOPs.
  • Strong communication and customer service skills.
  • Mathematical skills (including calculating measurements).
  • PC skills, including MS Office and H-E-B software and programs required by the job.
  • Cash-handling skills.
  • Ability to maintain composure in high-stress situations.
  • Ability to demonstrate strong telephone etiquette.
  • Ability to manage multiple priorities and shift focus between tasks.
  • Ability to work in a team environment.
  • Ability to work with little direct supervision.
  • Willingness to cross-train.
• Education: High School Diploma or GED or equivalent.
• Licenses/Certifications: Completion of all required training and certification (e.g., PCR, RXEVO, HIPAA, FWA, MethGuard, diversity, ACR, H-E-B Screener certification, Company orientation).

Physical Demands & Working Conditions

• Function in a fast-paced, retail, office environment.
• Work rotating shifts, including nights and weekends.
• Stand for extended periods (up to 12 hours).
• Regularly lift 30 lbs or more.
• Fulfill vision requirements for the job, specifically close vision and color vision.
• Maintain H-E-B Rx screener status, including required recertification.

The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Last revised: 12/01/2021