Pharmacy Service Representative

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

You will be responsible for the overall coordination and processing of new patient medication orders and reorders, which includes verifying and reverifying benefits. You will also help our patients with translating and entering in new or refill prescriptions into the pharmacy information system, communicating and collecting copay amounts, obtaining authorizations, and working with insurance companies, healthcare providers and/or internal teams to screen, identify, resolve and defer orders that have accounts receivable or clinical issues. Excellent communication skills are needed in order to effectively interact with insurance companies, patients and internal partners to ensure the processing of specialty medications in a timely manner and to ensure that financial and clinical expectations are being met prior to fulfillment. If you like working in a fast-paced environment and demonstrating compassionate, genuine care for patients and customers, this job is for you!

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 9:00am-6:00pm.

Work Schedule available: We are seeking individuals open to working a 40 hour shift/schedule anytime Monday - Friday, between 7:30am-11pm. You will be given a set schedule upon starting.

• 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 while 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 within the specialty mail-order pharmacy customer service department.

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

Required Qualifications

• 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.

Preferred Qualifications

• Registered Pharmacy Technician

• Certified Pharmacy Technician (CPhT)

• Certified Customer Service Professional (CCSP) preferred.

Education

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

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.