Pharmacy Service Representative

About the Role

At CVS Health, you'll be part of a team dedicated to shaping a more connected, convenient, and compassionate health experience. You will help simplify healthcare one person, one family, and one community at a time.

Position Summary

Responsible for the overall coordination and processing of new patient medication orders and reorders, including benefit verification. Will assist patients with translating and entering new or refill prescriptions into the pharmacy information system, communicate and collect copay amounts, obtain authorizations, and work with insurance companies, healthcare providers, and/or internal teams to resolve account receivable or clinical issues. Requires excellent communication skills to interact with insurance companies, patients, and internal partners to ensure timely processing of specialty medications and that financial and clinical expectations are met prior to fulfillment. This role operates in a fast-paced environment, requiring compassionate and genuine care for patients and customers.

Candidates must be willing to train onsite for a minimum of 4 weeks (Monday-Friday, 9:00 am-6:00 pm) before being deployed to work from home.

Work Schedule: 40 hours/week, anytime Monday-Friday between 7:30 am-11:00 pm. A set schedule will be provided upon starting.

Key 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, 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.
• Assists colleagues and customers with English-to-Spanish translation for basic customer inquiries.

Requirements & Tech Stack

• 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.

Qualifications

• Education: High school diploma or at least 1 year equivalent experience.

Preferred Qualifications

• Registered Pharmacy Technician
• Certified Pharmacy Technician (CPhT)
• Certified Customer Service Professional (CCSP)

Pay Range

• $17.00 - $25.65 per hour

Benefits

• Eligible for a comprehensive benefits package designed to support physical, emotional, and financial well-being, including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs.