Telepharmacy Tech Team Leader

Job description

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: At CVS Health, we are focused on transforming health care for our customers and making our company a great place to work. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. Within our Telepharmacy Remote Dispensing Pharmacy (RDP) locations, we bring this promise to life with heart every day, and our Telepharmacy Tech Team Leaders play a critical role in consistently delivering on our brand promise. As a Telepharmacy Tech Team Leader, you will be an example for, and lead the pharmacy team in delivering operational excellence within your store. Telepharmacy Tech Team Leaders use and build upon the skills and responsibilities of the Telepharmacy Technician, acting as a role model, mentor, and guide to the Telepharmacy team while leading the daily operations of the Telepharmacy Remote Dispensing Pharmacy. The Telepharmacy Technician Leader is the direct manager of Telepharmacy Technicians and must be able to lead the Telepharmacy team, triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced environment and achieve excellence in customer service through compassion and genuine care for all patients, while ensuring that medication needs and regulatory compliance standards are met. Throughout their shifts and in all customer and colleague interactions, they demonstrate genuine care and contribute to a safe and inclusive culture where all people feel valued and empowered. Telepharmacy Tech Team Leaders are responsible for adhering to safe and effective operations of the pharmacy, including but not limited to: Living our purpose by following all company SOPs at each workstation to help our Telepharmacy Tech teams manage and improve patient health Overseeing the safe and secure operation of the Telepharmacy 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 Supporting safe and accurate prescription fulfillment by following—and directing the Telepharmacy Tech team to follow – pharmacy workflow procedures and utilizing the safety guardrails at every workstation Overseeing the completion of inventory activities, such as accurately putting away medication deliveries and completing cycle counts, returns-to-stocks, waiting bin inventories, etc.; enabling a consistent approach to inventory management and critical functions to maintain target inventory levels and mitigate inventory loss Completing all tasks related to controlled substance prescription fulfillment, including counting, capturing images, and maintaining inventory. Any additional CII prescription fulfillment must also be completed Contributing to positive patient experiences by showing empathy and genuine care: creating heartfelt and personalized moments while serving patients at pick-up, drive-thru, and over the phone; keeping patients healthy by offering immunizations and other services at the register and over the phone; and demonstrating compassionate care by resolving patient concerns Leading Telepharmacy Tech team staffing efforts, including recruiting, interviewing, hiring, and terminating team members; partnering with the Store Manager to maintain a healthy talent pipeline of cross-trained colleagues willing to work in the pharmacy, and ensuring that cross-trained colleagues are on-track for timely completion of all required training for licensure to work in the Telepharmacy Remote Dispensing Pharmacy, where allowed by state regulations Managing Telepharmacy Tech team performance through effective coaching and consistent follow-up; delivering all required coaching/counseling, performance reviews, etc. Conducting new Telepharmacy Tech onboarding, including training new hires on CVS Telepharmacy workflow and ensuring all new hires are on-track for timely completion of required training for licensure in partnership with the local Training Delivery team; delegating coordination of onboarding and training roadmaps to experienced Telepharmacy Techs, where appropriate; conducting skills validations at appropriate milestones (LearningHub completion, quarterly proficiency assessments for workstation assignments, etc.). Contributing to a high-performing team, embracing a growth mindset, and being receptive to feedback; actively seeking opportunities to expand clinical and technical knowledge needed to better assist patients; using good judgement to escalate issues and direct colleagues to the appropriate support channel, when needed Ensuring the timely, accurate, and fair creation of the Telepharmacy Tech team schedule, delegating to experienced Telepharmacy Techs, where appropriate; approving team vacation requests and monitoring and entering the appropriate payroll codes Regularly reviewing business reporting for operational insights and developing action plans to close gaps in partnership with the Supervising Pharmacy Manager, including but not limited to workflow, service, patient care, and compliance Establishing a culture of safety, empowerment, and inclusion so the Telepharmacy Tech team feels valued; building psychological safety by opening the door for feedback and taking relevant action Understanding and complying with all relevant federal, state, and local laws, regulations, professional standards, and ethical principles. Complying with CVS policies and procedures to ensure patient safety, compliance with controlled substance dispensing and recordkeeping, and to protect patient privacy and security Delivering additional patient health care services when the pharmacist is on-site (e.g., immunizations, point-of-care testing, and voluntarily staffing offsite clinics), where allowable by law and supported by required training and certification; seeking opportunities to expand clinical, technical, and insurance knowledge to develop basic drug understanding and technical expertise needed to assist patients accurately and effectively Partnering with District leadership, including the District Performance Coordinator and District Leader, to support priority market initiatives, as needed Where permissible, the Telepharmacy Tech Team Leader may also support immunizations, which includes the following responsibilities: Completing additional licensure and training requirements, in compliance with state Board of Pharmacy regulations, to obtain Technician Immunizer status to support preparing and administering vaccines Educating patients about the importance of vaccines and referring patients to the Supervising Pharmacist for vaccination questions Monitoring for, and responding to, adverse reactions; reporting adverse reaction events per public health requirements Reviewing and collecting patient information; tracking and documenting for each applicable patient Monitoring and managing vaccine supplies Required Qualifications: Must comply with any state board of pharmacy requirements or laws governing the practice of pharmacy, which includes but is not limited to, age, education, and licensure/certification If the state board of pharmacy does not address or mandate a minimum age requirement, must be at least 18 years of age If the state board of pharmacy does not address or mandate a minimum educational requirement, must have a high school diploma or equivalent, or be actively enrolled in high school or high school equivalency program National Certification (PTCB or ExCPT) State-level licensure requirements vary by state , click here to learn more. 1+ years full-time experience as a Pharmacy Technician; CVS Pharmacy or Telepharmacy Technician experience preferred Essential Functions: Regular and predictable attendance, including nights and weekends Ability to complete required training within designated timeframe Attention and Focus: Ability to concentrate on a task over a period of time Ability to pivot quickly from one task to another to meet patient and business needs Ability to confirm prescription information and label accuracy, ensuring patient safety Customer Service and Team Orientation: Actively look for ways to help people, and do so in a friendly manner Notice and understand patients’ reactions, and respond appropriately Communication Skills: Use and understand verbal and written communication to interact with patients and colleagues Utilize active 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 determining the total number of tablets to dispense, day’s supply, and/or number of full bottles and additional bottles needed to fill a prescription Problem Resolution: Identifying challenging patient or colleague interactions and choosing the best course of action when faced multiple options Ability to assess business problems and create and execute action plans to correct the root cause Physical Demands: Be mobile and remain upright for extended periods of time Lift, scan, and bag items Reach overhead; stretch or reach out with the body, arms, and/or legs to grasp items Move fingers repetitively; picking, pinching, typing, or otherwise working primarily with fingers rather than whole hand or arm Extend hand(s) and arm(s) multiple directions to place, move, or lift items Control precision; quickly adjust machines to exact positions Stoop to a considerable degree, requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts Occasionally lift of up to 20 lbs. and/or exert up to 20 lbs. of force; Frequently lift of up to 10 lbs. and/or exert up to 10 lbs. of force; Consistently lift and/or exert a negligible amount of force to move objects. Express or exchange ideas by means of spoken word where detailed or important spoken instructions must be conveyed accurately Have the ability to receive detailed information through oral communication Team Management and Leadership Lead by example and set a positive tone for the team Delegate tasks, empower team members, and foster a collaborative work environment Motivate and inspire team members to adhere to standards and achieve high performance Apply problem-solving skills to address challenges and find innovative solutions Adaptability and accountability to navigate changing circumstances and take ownership Coach, reinforce, encourage, provide feedback to, discipline, and/or terminate pharmacy team members Any additional tasks as directed by Supervisor or Manager Preferred Qualifications: 3-5 years previous experience as a Pharmacy Technician; 1+ year experience in a Telepharmacy Technician, Inventory Specialist, or Lead Technician role at CVS or equivalent Associated Degree or equivalent Availability to work 40 hours per week with flexible schedule Advanced Certified Pharmacy Technician (CPhT-Adv) Ability to become immunization certified Management experience in retail, food/restaurant service, or customer service Ability to work in the home store, and across the market in other locations, to meet business needs Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $22.15 - $34.15 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. 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. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments . We anticipate the application window for this opening will close on: 10/20/4202 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.