Contact Center Pharmacy Technician I

Ideal School of Allied Health Care Inc; Downers Grove (IL); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading healthcare organization seeks a Pharmacy Technician I to provide exceptional customer service and assist patients with medication requests. This role involves managing call volumes, coordinating with pharmacies, and supporting patients in a remote work setting, ensuring high-quality service and compliance with care standards. The position offers comprehensive benefits and development opportunities within a supportive environment.

Benefits

Paid vacation and sick time

401K match options

Health insurance, vision, and dental benefits

Continuing education stipends

Company-provided work-from-home equipment

Qualifications

• Minimum 1 year of retail pharmacy experience required.
• Active Pharmacy Technician License in the state of residence.
• Certified Pharmacy Technician (CPhT) certification required.

Responsibilities

• Field inbound calls for refill requests and medication renewal requests.
• Coordinate with center care teams to overcome barriers for refills.
• Document clear and precise information into applicable electronic platforms.

Skills

Customer Service

Communication

Problem-Solving

Education

High school diploma or equivalent

Active Pharmacy Technician License

Certified Pharmacy Technician (CPhT) certification

Tools

MS Office

Google Suite

Job description

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.

Company: Oak Street Health

Title: Pharmacy Technician I

Location: Downers Grove or Charlotte Contact Center; Remote

Role Description:

The Pharmacy Technician I acts as a liaison between the patient, provider, and pharmacist. The Pharmacy Technician provides exceptional customer service and excellent phone etiquette while exercising empathy with Oak Street Health patients.

Core Responsibilities:

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
• Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
• Make outbound calls to pharmacies on behalf of the patient when needed
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
• Utilize electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information into applicable electronic platforms
• Capture and document all patient requests prior to ending the call
• Monitor the CareReq queue to ensure the completion of any open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
• Execute prescription requests according to up-to-date process standards and policies
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
• Responsible for maintaining licensure and certification
• Complete all Continuing Education expectations
• Other duties as assigned

Remote Work Requirements:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems
• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center
  
  • https://www.oakstreethealth.com/locations
  • Call center/home office locations: Downers Grove, IL; Chicago, IL; Charlotte, NC
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Career Development Opportunities:

The career path from Pharmacy Technician I to Pharmacy Technician II includes:

• A minimum tenure of 6 months in the Pharmacy Technician I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Meet "Exceptional" performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
• Average Calls per Hour
• Average Handle Time
• Average Unavailable Time
• Quality Metrics
• Demonstrate proven reliability and satisfactory attendance

The progression path from Level I, Level II, and Level III positions within the Pharmacy Technician Contact Center team is a structured path that encourages advocates to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

What are we looking for?

• Minimum 1 year of retail pharmacy experience required
• Active Pharmacy Technician License in the state of residence
• Certified Pharmacy Technician (CPhT) certification required
• High school diploma or equivalent required
• Bilingual Spanish preferred, medical Spanish a plus
• Strong working knowledge of MS Office and Google Suite preferred
• Ability to execute daily responsibilities with minimal supervision
• Demonstrated ability to deliver high-quality customer service
• Deliver confident and professional service to Oak Street Health patients and internal partners
• US work authorization
• Someone who embodies being Oaky

What does being Oaky look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to "Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement
• Company-provided work-from-home equipment, including a laptop, computer monitor, docking station, keyboard, mouse, and USB ethernet adapter

Oak Street Health is an equal-opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

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.

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: 06/30/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.