Telepharmacy Technician (Onsite - Store 17591 - Chicago IL) - FT

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.

About the role

The Telepharmacy Technician is responsible for all daily operations of a Telepharmacy Remote Dispensing Pharmacy location, where the Pharmacist oversight occurs from a separate Supervising Pharmacy location. Telepharmacy Technicians build upon the skills and responsibilities of the Pharmacy Technician, and are focused on managing day-to-day pharmacy operations, execution and performance, while building patient loyalty through a continuous focus on excellent customer service, service recovery, and facilitating communication with the Supervising Pharmacy/Pharmacist.

Responsibilities

• Oversee the safe and secure operation of the Remote Dispensing Pharmacy, including serving as a keyholder, keeping alarm and safe codes, and protecting the integrity of all pharmacy products, with special attention to refrigerated products and controlled substances.
• Oversee pharmacy inventory management, including controlled substances, i.e. reviewing orders, checking in products, cycle counts, and maintaining perpetual inventory.
  • Execute pharmacy ordering and day-to-day inventory management practices, including cycle counts, returns-to-stock, one-by-one returns/outdates, refrigerator organization and temperature logging, waiting bin, etc.
  • Responsible for monthly review of the Inventory Excellence Report and partnering with the entire Telepharmacy team to improve overall inventory excellence, ensuring the right medication is in stock at the right time for the right patients.
  • Serve as point person for annual inventories, resets (e.g. Rx Planograms), and pharmacy-related components of AP Pulse Checks.
• Receive and act upon all operational communications, including completion of required tasks (email, myWork, etc.), and similar activities.
• Improve total store service foundations by execution of outstanding performance, especially in areas of WeCARE workflow best practices, customer service, and patient care.
• Demonstrate growth mindset to support positive business outcomes; inspire and motivate the total store team to embrace change, including workflow enhancements and new product/service offerings.
• Serve as a peer mentor for the onboarding, training, and development of new hires in the Telepharmacy.
• Actively seek opportunities to expand clinical, technical and insurance knowledge, leveraging available tools and training resources, to develop the basic drug understanding and technical expertise needed to accurately and more effectively assist customers.
• Prescription Fulfillment:
  • Communicate among a number of individuals, including patients, co-workers, insurance companies and prescribers where allowed by law.
  • Effectively follow and ensure full compliance to CVS workflow procedures and quality assurance standards, with an in-depth understanding of each workstation (i.e., Pick-Up, Drop-Off, Drive-Thru, Production); manage own responsibilities while shifting to help the team where needed.
  • As allowable in applicable states, certified and trained Telepharmacy Technicians can expand on their clinical and managerial responsibilities, including administering vaccinations.
• Face-to-Face Patient Interaction:
  • Collect information about a customer’s medical history, as appropriate to update the patient’s profile.
  • Ensure patient outreach calls are completed within workflow, where appropriate and applicable.
  • Attend to all patients and customers at Telepharmacy counter and phone calls.
• Facilitate RPh-to-Patient Communication:
  • Engage customers to learn about their health and medications, creating genuine human connections by focusing on service, and keeping patients and caregivers top of mind at all times.
  • Assist all Telepharmacy and front store customers with their questions and concerns and facilitate audio/visual access to the Supervising Pharmacist for counseling.
• Problem Resolution:
  • Partner with front store management to drive customer service, including ensuring the appropriate schedule is implemented to best serve the needs of the customer and business in accordance with budgeted payroll hours and workflow model.
  • Demonstrate compassion and care by proactively identifying and resolving potential problems to ensure customers have their medications when needed; collaborate with immediate and extended pharmacy teams, medical staff, insurance companies, and customers alike to resolve issues, ensure accuracy, and deliver timely resolution of any medication or insurance related concerns.
  • Effectively resolve all customer concerns, complaints, issues and appropriately involve Pharmacist at Supervising Pharmacy and/or Front Store Manager at Telepharmacy (remote dispensing pharmacy) as appropriate.
• Support high-performing teams by looking for opportunities to contribute to individual and broader team goals, remain flexible for both schedule and business needs while easily adapting to changes at work to enable a supportive, collaborative, and challenging work environment.
• Proactively take on additional tasks and responsibilities, demonstrating a strong work ethic.
• Identify opportunities and execute improvement strategies for patient care and customer service.
• Professionally, promptly and effectively address all customer concerns and inquiries regarding customer service, HIPAA complaints, and any other issues, filing any necessary reports and facilitating prompt communication with the Supervising Pharmacist as appropriate.
• Balance quality and efficiency in all tasks, contributing to both patient outcomes and broader team goals.
• Promote all new service offerings and initiatives to appropriate customer base.
• Participate in all required district and store operational meetings and action planning.
• Coordinate/implement the training and development of support staff with the field training team.
• Coach, train and mentor new Telepharmacy Technicians to develop the team and share best practices.
• Maintain a clean, organized and professional Telepharmacy department, according to CVS standards.
• Maintain in-stock inventory by coordinating and monitoring inventory management related activities and policies and procedures which are critical to maintaining the right focus on daily, weekly, and monthly tasks.
• Help establish true ownership for inventory management activities in the Telepharmacy.
• Enable a consistent approach to inventory management and critical inventory functions.

Requirements

• Must be at least 18 years of age
• Minimum of 1+ year of experience as a Pharmacy Technician (may be 2+ in select states)
• PTCB National Certification or equivalent state-accepted national Pharmacy Technician Certification
• High school diploma or General Equivalent Development (GED) required
• State-level licensure requirements vary by state
• Regular and reliable attendance

Skills

• Attention and Focus: Ability to concentrate on a task over an extended period without being distracted
• Customer Service Orientation: Actively look for ways to help people, and do so in a friendly manner; notice and understand customers’ reactions, and respond appropriately
• Communication Skills: Use and understand verbal and written communication to interact with customers and colleagues; actively listen by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Mathematical Reasoning: Ability to use math to solve a problem, such as calculating day’s supply of a prescription
• Problem Resolution: Ability to judge when something is wrong or is likely to go wrong; recognize there is a problem; choose the best course of action when faced with a complex situation with several available options

Physical Demands

• Remaining upright on the feet, particularly for sustained periods of time
• Moving about on foot to accomplish tasks, particularly for moving from one work area to another, including outside of the pharmacy area
• Lifting, scanning, and bagging purchased items
• Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than whole hand or arm
• Reaching overhead; able to stretch or reach out with the body, arms, and/or legs to grasp items
• Extending hand(s) and arm(s) multiple directions to place, move, or lift items
• Precision control: Able to adjust machines to exact positions
• Stooping to a considerable degree and requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist
• Visual Acuity: Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts
• Able to orally communicate information and instructions to colleagues and customers
• Occasional lifting of up to a maximum of 30 lbs up to a height of 4 feet; exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects

Qualifications

• Experience in Inventory Specialist Role (preferred)
• High School diploma or equivalent

Pay

The typical pay range for this role is $19.05 - $29.05 per hour. This pay range represents the base hourly rate for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Schedule

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

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility