Pharmacy Service Representative

About the Role

CVS Health is seeking individuals to join their team in shaping a more connected, convenient, and compassionate health experience. This role involves simplifying healthcare by assisting patients with medication orders and reorders.

Key Responsibilities

• Coordinate and process new patient medication orders and reorders, including verifying and reverifying benefits.
• Assist patients with translating and entering new or refill prescriptions into the pharmacy information system.
• Communicate and collect copay amounts.
• Obtain authorizations.
• Work with insurance companies, healthcare providers, and/or internal teams to resolve orders with accounts receivable or clinical issues.
• Interact with insurance companies, patients, and internal partners to ensure timely processing of specialty medications and meet financial and clinical expectations prior to fulfillment.
• Provide courteous and helpful customer service to customers utilizing specialty mail-order pharmacy services.
• Assist customers with entering new medication orders or refilling existing prescriptions.
• Review prescription details for accuracy and compliance.
• Address customer inquiries about order status, providing estimated delivery times and assisting with tracking information.
• Identify and escalate complex customer concerns or issues to appropriate teams or supervisors.
• Maintain accurate and organized records of customer interactions.
• Develop a basic understanding of specialty medications, healthcare products, and services.
• Participate in training programs and ongoing learning initiatives.
• Collaborate with team members, supervisors, and other stakeholders to ensure smooth operations and customer satisfaction.
• Assist 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.

Training Note: Candidates must be willing to train onsite for a minimum of 4 weeks before being deployed to work from home. Training schedule will be Monday through Friday 9:00 am - 6:00 pm.

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

Qualifications

• Education: High school diploma or at least 1 year equivalent experience.
• Preferred: Registered Pharmacy Technician, Certified Pharmacy Technician (CPhT), Certified Customer Service Professional (CCSP).

Pay & Benefits

• Pay Range: $17.00 - $25.65 per hour
• This position is eligible for a CVS Health bonus, commission, or short-term incentive program.
• Eligible for a comprehensive benefits package including:
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources (based on eligibility)