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Position Summary
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: o 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. o 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. o 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. a. 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. b. 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. c. 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 counseling. d. Problem Resolution • Partners with front store management to drive customer service. This includes ensuring that the appropriate schedule is implemented to best serve the needs of the customer and business in accordance with budgeted payroll hours and workflow model. • Demonstrates compassion and care by proactively identifying and resolving potential problems to ensure customers have their medications when needed; collaborates with immediate and extended pharmacy teams, medical staff, insurance companies, and customers alike to resolve issues, ensure accuracy, and delivers timely resolution of any medication or insurance related concerns. • Effectively resolves all customer concerns, complaints, issues and appropriately involves Pharmacist at Supervising Pharmacy and/or Front Store Manager at Telepharmacy (remote dispensing pharmacy) as appropriate. • Business Metrics: • Supports high-performing teams by looking for opportunities to contribute to individual and broader team goals, remains flexible for both schedule and business needs while easily adapting to changes at work to enable a supportive, collaborative, and challenging work environment. • Proactively takes on additional tasks and responsibilities, demonstrating a strong work ethic. Identifies opportunities and executes improvement strategies for patient care and customer service. • Professionally, promptly and effectively addresses all customer concerns and inquiries regarding customer service, HIPAA complaints, and any other issues, filing any necessary reports and facilitating prompt communication with the Supervising Pharmacist as appropriate. • Balances quality and efficiency in all tasks, contributing to both patient outcomes and broader team goals. • Promotes all new service offerings and initiatives to appropriate customer base. • Participates in all required district and store operational meetings and action planning. • Coordinates/implements the training and development of support staff with the field training team. Coaches, trains and mentors new Telepharmacy Technicians to develop the team and share best practices. • Maintains a clean, organized and professional Telepharmacy department, according to CVS standards. • Inventory Management: • Maintains in-stock inventory by coordinating and monitoring inventory management related activities and policies and procedures which are critical to maintaining the right focus on daily, weekly, and monthly tasks. • Helps establish true ownership for inventory management activities in the Telepharmacy. • Enables a consistent approach to inventory management and critical inventory functions.