Pharmacy Service Representative

CVS Health is dedicated to creating a connected and compassionate health experience. The Pharmacy Service Representative will coordinate and process new patient medication orders, assist with prescription entries, and communicate with insurance companies to ensure timely fulfillment of specialty medications.

Responsibilities

• Provides courteous and helpful customer service to customers utilizing specialty mail-order pharmacy services by addressing basic customer inquiries, concerns, and issues in a timely and professional manner
• Assists customers with entering new medication orders or refilling existing prescriptions through the specialty mail-order pharmacy
• Reviews prescription details, such as medication name, dosage, and quantity, to ensure accuracy and compliance with the healthcare provider's instructions
• Addresses basic customer inquiries about the status of their specialty medication order while providing estimated delivery times and assisting with tracking information or general shipment inquiries
• Identifies and escalates complex customer concerns or issues to appropriate teams or supervisors for further assistance and resolution
• Maintains accurate and organized records of customer interactions, inquiries, and actions taken
• Develops a basic understanding of the specialty medications, healthcare products, and services offered by the mail-order pharmacy
• Participates in training programs and ongoing learning initiatives to enhance customer service skills and product knowledge
• Collaborates with team members, supervisors, and other stakeholders to ensure smooth operations and customer satisfaction within the specialty mail-order pharmacy customer service department
• Assists colleagues and customers with English-to-Spanish translation for basic customer inquiries

Skills

• Bilingual (English-Spanish)
• 6+ months experience in a customer service role handling and resolving a high volume of complex customer needs over the phone
• 6+ months work experience with Windows-based applications like Windows, Microsoft Office, internet navigation, and email applications
• 6+ months computer keyboarding experience, skills and aptitude
• High school diploma or at least 1 year equivalent experience
• Registered Pharmacy Technician
• Certified Pharmacy Technician (CPhT)
• Certified Customer Service Professional (CCSP) preferred

Benefits

• Affordable medical plan options
• A 401(k) plan (including matching company contributions)
• 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.

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