Telepharmacy Tech Team Leader

About the role

At CVS Health, we are focused on transforming health care for our customers and making our company a great place to work. We help people navigate the health care system—and their personal health care—by improving access, lowering costs, and being a trusted partner for every meaningful moment of health. Within our Telepharmacy Remote Dispensing Pharmacy (RDP) locations, the Telepharmacy Tech Team Leader plays a critical role in delivering operational excellence, acting as a role model, mentor, and guide to the Telepharmacy team while leading the daily operations of the pharmacy.

Responsibilities

• Demonstrate genuine care and contribute to a safe, inclusive culture where all people feel valued and empowered in all customer and colleague interactions.
• Adhere to safe and effective pharmacy operations, including:
  • Following all company Standard Operating Procedures (SOPs) at each workstation to manage and improve patient health.
  • Overseeing the safe and secure operation of the Telepharmacy Remote Dispensing Pharmacy, including serving as a keyholder, managing alarm and safe codes, and protecting the integrity of all pharmacy products, with special attention to refrigerated products and controlled substances.
  • Supporting safe and accurate prescription fulfillment by following—and directing the team to follow—pharmacy workflow procedures and utilizing safety guardrails at every workstation.
• Oversee inventory activities, such as accurately putting away medication deliveries, completing cycle counts, returns-to-stocks, and waiting bin inventories to maintain target inventory levels and mitigate loss.
• Complete all tasks related to controlled substance prescription fulfillment, including counting, capturing images, and maintaining inventory, as well as additional CII prescription fulfillment.
• Contribute to positive patient experiences by showing empathy and genuine care during interactions at pick-up, drive-thru, and over the phone, offering immunizations and other services, and resolving patient concerns.
• Lead Telepharmacy Tech team staffing efforts, including recruiting, interviewing, hiring, and terminating team members in partnership with the Store Manager to maintain a healthy talent pipeline.
• Manage team performance through effective coaching, consistent follow-up, and delivering required coaching, counseling, and performance reviews.
• Conduct new Telepharmacy Tech onboarding, including training new hires on CVS Telepharmacy workflow and ensuring timely completion of required training for licensure.
• Delegate coordination of onboarding and training roadmaps to experienced Telepharmacy Techs and conduct skills validations at appropriate milestones.
• Foster a high-performing team by embracing a growth mindset, seeking feedback, and actively expanding clinical and technical knowledge to better assist patients.
• Ensure the timely, accurate, and fair creation of the Telepharmacy Tech team schedule, approve vacation requests, and monitor and enter appropriate payroll codes.
• Regularly review business reporting for operational insights and develop action plans to close gaps in partnership with the Supervising Pharmacy Manager.
• Establish a culture of safety, empowerment, and inclusion so the team feels valued and build psychological safety by encouraging feedback and taking relevant action.
• Comply with all relevant federal, state, and local laws, regulations, professional standards, and ethical principles, including CVS policies and procedures for patient safety, controlled substance dispensing, and patient privacy.
• Deliver additional patient health care services when the pharmacist is on-site (e.g., immunizations, point-of-care testing) where allowable by law and supported by required training and certification.
• Partner with District leadership to support priority market initiatives as needed.
• Where permissible, support immunizations by:
  • Completing additional licensure and training to obtain Technician Immunizer status.
  • Educating patients about the importance of vaccines and referring them to the Supervising Pharmacist for questions.
  • Monitoring and responding to adverse reactions and reporting events per public health requirements.
  • Reviewing and collecting patient information and tracking/documenting for each applicable patient.
  • Monitoring and managing vaccine supplies.

Requirements

• Must comply with any state board of pharmacy requirements or laws governing the practice of pharmacy, including age, education, and licensure/certification.
• If the state board of pharmacy does not mandate a minimum age requirement, must be at least 18 years of age.
• If the state board of pharmacy does not mandate a minimum educational requirement, must have a high school diploma or equivalent, or be actively enrolled in high school or a high school equivalency program.
• National Certification (PTCB or ExCPT).
• State-level licensure requirements vary by state; see here for details.
• 1+ years full-time experience as a Pharmacy Technician; CVS Pharmacy or Telepharmacy Technician experience preferred.

Essential Functions

• Regular and predictable attendance, including nights and weekends.
• Ability to complete required training within the designated timeframe.
• Attention and Focus:
  • Ability to concentrate on a task over a period of time.
  • Ability to pivot quickly from one task to another to meet patient and business needs.
  • Ability to confirm prescription information and label accuracy, ensuring patient safety.
• Customer Service and Team Orientation:
  • Actively look for ways to help people in a friendly manner.
  • Notice and understand patients’ reactions and respond appropriately.
• Communication Skills:
  • Use and understand verbal and written communication to interact with patients and colleagues.
  • Utilize active listening by giving full attention to others, taking time to understand points being made, and asking questions as appropriate.
• Mathematical Reasoning:
  • Ability to use math to solve problems, such as determining the total number of tablets to dispense, day’s supply, and/or number of full bottles needed to fill a prescription.
• Problem Resolution:
  • Identify challenging patient or colleague interactions and choose the best course of action when faced with multiple options.
  • Assess business problems and create and execute action plans to correct root causes.
• Physical Demands:
  • Be mobile and remain upright for extended periods of time.
  • Lift, scan, and bag items.
  • Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items.
  • Move fingers repetitively for tasks such as picking, pinching, typing, or otherwise working primarily with fingers.
  • Extend hand(s) and arm(s) in multiple directions to place, move, or lift items.
  • Control precision; quickly adjust machines to exact positions.
  • Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions.
  • Close visual acuity to perform activities such as transcribing, viewing a computer terminal, reading, and visual inspection involving small parts.
  • Occasionally lift up to 20 lbs. and/or exert up to 20 lbs. of force; frequently lift up to 10 lbs. and/or exert up to 10 lbs. of force; consistently lift and/or exert a negligible amount of force to move objects.
  • Express or exchange ideas by means of spoken word where detailed or important spoken instructions must be conveyed accurately.
  • Ability to receive detailed information through oral communication.
• Team Management and Leadership:
  • Lead by example and set a positive tone for the team.
  • Delegate tasks, empower team members, and foster a collaborative work environment.
  • Motivate and inspire team members to adhere to standards and achieve high performance.
  • Apply problem-solving skills to address challenges and find innovative solutions.
  • Adapt to changing circumstances and take ownership of outcomes.
  • Coach, reinforce, encourage, provide feedback to, discipline, and/or terminate pharmacy team members as needed.

Preferred Qualifications

• 3-5 years of previous experience as a Pharmacy Technician; 1+ year experience in a Telepharmacy Technician, Inventory Specialist, or Lead Technician role at CVS or equivalent.
• Associate Degree or equivalent.
• Availability to work 40 hours per week with a flexible schedule.
• Advanced Certified Pharmacy Technician (CPhT-Adv).
• Ability to become immunization certified.
• Management experience in retail, food/restaurant service, or customer service.
• Ability to work in the home store and across the market in other locations to meet business needs.

Pay

The typical pay range for this role is $22.15 per hour.

Schedule

• Anticipated weekly hours: 40.
• Time type: Full time.