Pharmacy Technician

Job Description:

A Brief Overview:
This position provides an opportunity, in a leading retail pharmacy setting, to excel in a complex, high-impact, patient-focused role and positively impact the lives of others. Pharmacy Technicians take important steps to ensure that they meet medication needs and regulatory compliance standards for our patients, demonstrate ethical conduct and always maintain patient confidentiality. Success for incumbents in this role includes being able to manage all assigned pharmacy workstations and tasks to support the team's ability to promptly, safely and accurately fill patient prescriptions all while providing caring service that exceeds customer expectations.

Once in role, Pharmacy Technicians are required to complete an extensive CVS Pharmacy Technician Training Program as well as satisfy all registration, licensing, and certification requirements according to their State's Board of Pharmacy guidelines. Pharmacy Technician duties will be restricted by the manager at first until the Pharmacy Technician completes all necessary requirements.

Responsibilities include:

• Living our purpose of "Bringing our Heart to Every Moment of Your Health" by engaging with customers, in-person and over the phone, to help manage and improve patient health. Always focusing on the needs of the customer and displaying genuine care and empathy in all interactions. Ensuring customer satisfaction and educating customers about our service and product offerings to help them make the healthiest choices and decisions for themselves.
• Demonstrating compassion and care by proactively identifying and resolving potential problems to ensure customers have their medications when needed; collaborating with the pharmacy team in their store and other pharmacy teams in their market, as needed, medical staff, insurance companies, and customers to resolve issues, ensure accuracy, and deliver timely resolution of any medication or insurance concerns.
• Effectively following workflow procedures with an in-depth understanding of each workstation (i.e., production, pick-up, drive-thru, and drop-off) for safe and accurate prescription fulfillment; delivering results while balancing quality and efficiency in all tasks; embracing agility to manage all workstation responsibilities while reprioritizing to help customers and the team when needed.
  • Following basic inventory management policies and procedures as permitted by law and as directed by the pharmacy leadership team, such as accurately putting away warehouse and vendor drug deliveries, completing cycle counts, returns-to-stock, waiting bin inventories, etc.
• Contributing to a high-performing team; embracing a growth mindset and being receptive to feedback and continuous improvement efforts; remaining flexible and opening availability to help meet scheduling and business needs while contributing to a safe, inclusive, and engaging team dynamic; actively seeking opportunities to expand clinical, technical, and insurance knowledge needed to assist customers accurately and more effectively.
• Understanding and following applicable Federal and State laws (e.g., HIPAA), regulations (e.g., OSHA), professional standards, and ethical principles; complying with CVS policies and procedures to ensure and protect patient safety, privacy and security.
  Where allowable by law and supported by required training and certification, deliver additional patient health care services to support the health and wellness of the community, e.g. point-of-care testing and offsite clinics.

Where applicable, the Pharmacy Technician may also support immunizations, which includes the following responsibilities:

• Preparing and administering vaccines to patients.
• Educating patients about vaccines and answering questions to obtain informed consent.
• Monitoring for and responding to adverse reactions; reporting adverse reaction events per public health requirements.
• Reviewing and collecting patient information; tracking and documentation per patient.
• Monitoring and managing vaccine supplies.
• At all times, strictly complying with all relevant internal and external policies and procedures relevant to immunizations and vaccines.

What you will do:

• Basic customer service and patient care activities, demonstrating our purpose in all patient, caregiver and physician interactions.
• Bring a customer-centric mindset to all workstations, especially pick-up and drive-thru, providing genuine care and empathy in all interactions to ensure complete customer satisfaction.
• Maintain flexibility and consistently prioritize customer needs both in the store, at drive-thru (where applicable), and over the phone.
• Ensure phone calls are answered promptly and that patients, caregivers and prescribers calling the pharmacy have their needs met with warmth and efficiency.
• Ensure timely completion of outbound patient care calls as directed by pharmacy leadership team and/or workstation assignment and queues.
• Engage patients and caregivers at pick-up with applicable service offerings, maintaining integrity and customer service orientation in the delivery of all register prompts, and referring patients/caregivers to Pharmacist for counseling as appropriate.
• Use good judgment to escalate challenging customer interactions to a more senior member of the pharmacy team when needed
• Basic Rx fulfilment activities with proficiency at all appropriate workstations: production, pick-up, drive-thru, and drop-off.
• Perform general tasks related to prescription fulfillment including but not limited to accurate product selection, counting, labeling, photographing, and bagging prescriptions under direct Pharmacy Technician Leader/Pharmacist supervision.
• Register operation and delivery of patient service offerings at the register.
• Prescription triage for inventory availability and insurance claim processing.
• Deliver additional health care services as allowable by state regulation, individual certification, and as directed by pharmacy leadership team, including but not limited to point-of-care and/or swab-and-send testing, immunization preparation and/or delivery, etc.
• Use good judgment to engage Pharmacist where needed for clinical oversight and support; proactively ask for help when needed.
• Basic Rx inventory management activities, following best practices and direction set by pharmacy leadership team.
• Complete cycle counts as directed by queues.
• Complete waiting bin inventories and returns-to-stock as directed by pharmacy leadership team.
• Pull outdates and complete one-by-one returns as directed by pharmacy leadership team.
• Follow inventory management best practices during fulfillment and engage in activities to improve pharmacy inventory excellence as directed by pharmacy leadership team.
• Keep current on any changes in policies, procedures, and programs in order to be an effective, compliant and fully engaged member of the total store team.
• Complete required skill and compliance training in a timely manner, including maintaining licensure as required by state.
• Complete required monthly quizzes and other regular knowledge checks.
• Attend all required service huddles and/or action planning meetings.
• Regularly review communications via computer, ironman, binders, Purpose Pulse, and/or bulletin board to maintain awareness of pharmacy priorities, action plans, and changes to store processes and procedures.
• Provide constructive feedback to peers and leaders and play an active role in making your store a great place to work.

For this role you will need Minimum Requirements:

• Other Certification(s): Requirements vary by state.
• Other License(s): Requirements vary by state.
• Must be at least 18 years of age.
• State-level licensure and national certification requirements vary by state .
• Regular and reliable attendance.

Attention and Focus:

• Ability to concentrate on a task over a period of time without being distracted.

Customer Service and Team Orientation:

• Actively look for ways to help people, and do so in a friendly manner.
• Notice and understand customers’ reactions, and respond appropriately.

Communication Skills:

• Use and understand verbal and written communication to interact with customers and colleagues.
• Actively listening by giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Mathematical Reasoning:

• Ability to use math to solve a problem, such as calculating day’s supply of a prescription

Problem Resolution:

• Ability to judge when something is wrong or is likely to go wrong; recognizing there is a problem.
• Choosing the best course of action when faced with a complex situation with several available options.

Physical Demands:

• Remaining upright on the feet, particularly for sustained periods of time.
• Moving about on foot to accomplish tasks, particularly for moving from one work area to another, including outside of the pharmacy area.
• Lifting, scanning, and bagging purchased items.
• Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than whole hand or arm.
• Reaching overhead; able to stretch or reach out with the body, arms, and/or legs to grasp items.
• Extending hand(s) and arm(s) multiple directions to place, move, or lift items.
• Precision control: able to adjust machines to exact positions.
• Stooping to a considerable degree and requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist.
• Visual Acuity: Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts.
• Able to orally communicate information and instructions to colleagues and customers.
• Occasional lifting of up to 20 lbs,; exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.
• 0 to 3 years work experience.

Education:

• High School Diploma or General Equivalent Development (GED)