Call Center Pharmacy Technician I

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. Title: Pharmacy Technician I Company: Oak Street Health Location: Remote Role Description: The Pharmacy Technician 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