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| Pharmacy Call Center-Pharmacy Technician / FLD3123 |
Position Description:
Candidates who would like to be considered for the opportunities must also apply online at: Pharmacy Call Center, Woonsocket, RI
Choose "Apply-Pharmacy Technician" to fill out and submit an online application.
Primary Duties and Responsibilities:
1. Answers and handles each call in an efficient, courteous and professional manner. Functions as primary resource in handling caller’s questions from routine to complex. Interprets a variety of instructions based on computer application such as refills, status checks and general questions asked by the caller
2. Verifies and updates all caller information. Data enters new prescriptions and refills. Accurately enters prescription information into the call center system. Offers promise date and time for pickup from store
3. Handles physician related calls (non-clinical) in a high paced call center environment
4. Ensures first call resolution. Effectively assess customer needs. Requests additional help and escalates to pharmacists or appropriate leadership as needed
5. Ensures Pharmacy Call Center Quality Management expectations are adhered to at all times. Secures privacy and confidentiality as required by HIPAA, company and departmental guidelines
6. Participates in all required Call Center operational meetings and training sessions
7. Identifies opportunities and recommends transfer opportunities to patients
8. Adheres to organizational process and procedures.
9. All other duties as assigned
Environmental Characteristics of a Call Center:
• Pharmacy Technicians sit for the majority of the day
• Pharmacist Technicians work within their assigned cubicle for the majority of the day
• Call volume is high. There is little to no time between calls
• There are high levels of structure for schedule adherence and attendance is tracked and managed
• Meals are scheduled in accordance with call volume and workflow
Performance Standards of a Call Center:
• Performance standards are identified and measured regularly
• A metrics based performance management tool is utilized
Qualifications:
Requirements:
-High school diploma or GED
-Pharmacy Technician experience/National Pharmacy Technician certification preferred, but not required
-If selected for employment, candidates with no experience will be given the opportunity to enroll in an extensive training program at the Community College of Rhode Island or the Providence Skills Center. Upon successful completion of the training course and national certification exam, candidates will be offered a position in the CVS Pharmacy Call Center.
Skills:
1. Strong verbal and written communication skills. Must be able to articulate information in a clear and concise manner. Strong command of the English language
2. Excellent listening skills. Affirms for understanding. Demonstrates empathy with callers with tone, language, questions and counseling. Ability to probe and question patients and providers to understand concerns or needs
3. Engages the customer over the phone. Demonstrates empathy with callers with tone, language and questions. Maintains a professional demeanor on the phone at all times
4. Ability to probe and question patients and providers to understand concerns or needs Ability to defuse potential customer conflict utilizing the appropriate tone, support, questions and or counsel. Responds in sportive manner to patients and providers
5. Independent thinker (works autonomously)
6. Ability to follow all process and procedures
7. Demonstrated ability to work as part of a high-performing team
8. Highly dependable
9. Demonstrated proficiency with Call Center / Pharmacy technology a plus
Candidates who would like to be considered for the opportunities must also apply online at: Pharmacy Call Center, Woonsocket, RI
Choose "Apply-Pharmacy Technician" to fill out and submit an online application.
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LOCATION:
Woonsocket, RI 02895
STATUS:
Full Time, Employee
JOB CATEGORY:
Customer Support/Client Care
CAREER LEVEL:
Entry Level
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