Telepharmacy Technician On-Site - Store - Chicago, IL

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. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

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.

In addition to the responsibilities required for the Pharmacy Technician Role, this Telepharmacy Technician position is responsible for:

• Overseeing 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.
• Overseeing pharmacy inventory management, including controlled substances, i.e. reviewing orders, checking in products, cycle counts, and maintaining perpetual inventory. In particular:
  • Executing 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.
  • Serving as point person for annual inventories, resets (e.g. Rx Planograms), and pharmacy-related components of AP Pulse Checks.
• Receiving and acting upon all operational communications, including completion of required tasks (email, myWork, etc.), and similar activities.
• Improving total store service foundations by execution of outstanding performance, especially in areas of WeCARE workflow best practices, customer service, and patient care.
• Demonstrating growth mindset to support positive business outcomes; inspiring and motivating the total store team to embrace change, including workflow enhancements and new product/service offerings.
• Serving as a peer mentor for the onboarding, training, and development of new hires in the Telepharmacy.
• Customer Service:
  Actively seeks 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
    • Communicates among a number of individuals, including patients, co-workers, insurance companies and prescribers where allowed by law.
    • Effectively follows and ensures 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); manages 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.
    • Ensures patient outreach calls are completed within workflow, where appropriate and applicable
    • Attends to all patients and customers at Telepharmacy counter and phone calls.
  • Facilitating RPh-to-Patient Communication
    • Lives our purpose of bringing our heart to every moment of your health by engaging customers to learn about their health and medications.
    • Creates genuine human connections by focusing on service, and keeping patients and caregivers top of mind at all times. This includes assisting all Telepharmacy and front store customers with their questions and concerns and facilitating audio/visual access to the Supervising Pharmacist for…