Pharmacy Advisor, Representative
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Job Description
CVS Health Pharmacy Advisor supporting patients with medication refills, clinical questions, and care coordination remotely. Handling inbound and outbound calls while maintaining accurate health records.
Responsibilities:
- Provide support to members and/or prescribers regarding supported disease states
- Make outbound calls to patients and field return inbound calls
- Assist patients with refilling medications
- Transfer members with clinical questions to a consulting Pharmacist as necessary
- Educate members on the value and purpose of the program and client-related messages
- Identify medication ordering process assistance and medication cost savings opportunities
- Support requests received via fax
- Potentially cross-train to support other clinical services based on business needs
- Assist patients in clinical settings with treatment plans, questions, and concerns
- Coordinate and follow up on patient appointments
- Maintain accurate patient documentation and records in compliance with regulatory, safety, quality, and confidentiality standards
- Enter information into electronic health records and update patient files
- Address patient inquiries, resolve complaints, and provide excellent customer service
- Communicate with healthcare providers to share information, coordinate care, and assist with referrals
- Escalate unresolved customer issues to management or specialized departments
- Assist new employees
Requirements:
- 1 year in a customer service or call center environment
- Effective and empathetic communication style for inbound calls and communications with clients and team members
- Proficiency in Microsoft Outlook, Word and Excel
- Basic alphanumeric data entry skills with attention to accuracy and quality
- Intermediate math skills with attention to detail and quality
- Experience in a health care setting or insurance industry is a plus
- Knowledge of basic insurance and third party terms and medical terminology is a plus
- Ability to work with people in a team environment while meeting individual performance goals
- Ability to read and interpret policies, procedures and instructions
- Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities
- High School diploma or equivalent GED
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being
- Eligibility for CVS Health bonus, commission or short-term incentive program in addition to base pay
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