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 CVS Health is seeking dedicated and compassionate Pharmacy Technicians to support multiple retail pharmacy customer relations programs. Using various software applications, you will engage with patients via live outreach to provide incremental, one-on-one therapy support for medications that they?re taking to better manage their condition. You will assist the team in daily activities to ensure exceptional service is maintained across department initiatives. In this role you must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment. Opportunities for cross-training on additional clinical support programs, as well as programs across the broader Retail Customer Care team, will be provided to support business need. These programs include but are not limited to: ? Outreach to Medicare members regarding their medication adherence and offering assistance to resolve any barriers to refill ? Assist customers with placing orders in conjunction with their healthcare programs ? Assist customers with retail pharmacy-related issues and other initiatives as needed Responsibilities will consist of the following but are not limited to: ? Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication (i.e. provide one-on-one support for patients who were unable to fill their prescription due to an inventory shortage, patients who are non-adherent to medications, etc.) ? Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success ? Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns such as medication adherence barriers or clinical-related challenges faced by patients, enabling timely intervention and resolution ? Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines and enter refill order for processing ? Utilize computer systems, software, and databases to accurately record patient information and interactions, call outcomes, program enrollments, and progress updates ? Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes ? Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements ? Identify and communicate issues to senior level staff as appropriate ? Communicate effectively with team lead and supervisor through huddles, team meetings, cohort refreshers, technology updates. FL REQUIRED QUALIFICATIONS: Resident of Alaska, Arizona, Florida, Idaho, Illinois, Maine, New Mexico, North Carolina, Ohio, Tennessee, Texas, Utah, Vermont or Washington due to regulatory compliance Active Pharmacy Technician license in state of residence Ability to obtain Florida Registered Pharmacy Technician license through application and fee (*Requires tech education from a Florida Board-approved training program.) 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center Minimum of one consecutive year experience in customer service Ability to maintain a consistent, reliable, and stable internet connection Internal colleagues must be in good standing to be considered FL PREFERRED QUALIFICATIONS: Prior Call Center experience Previous experience working from home Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency Bilingual in Spanish Flexibility in work schedule EDUCATION: Verifiable High School diploma, GED or equivalent work experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 – $31.30 This pay range represents the base hourly rate or base annual full-time salary 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits ? investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 04/26/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that’s unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.