Clinical Service Representative

Clinical Service Representative (CSR) takes in-bound calls from providers, pharmacies, members, etc providing professional and courteous phone assistance to all callers through the criteria based prior authorization process. Certified Pharmacy Technicians (CPhT) are preferred and compensated based on experience.

CSR will also assist with other duties as needed to include but not limited to outbound calls, reviewing and processing prior authorizations (PA) for members’ prescriptions received via fax and electronic PA (ePA), and monitoring and responding to inquiries through department mailboxes. Additionally, the CSR will support other tasks as assigned by the leadership team. This is a fast-paced position that requires strong attention to detail and the ability to multi-task effectively.

Remote Work Requirements:

• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical CVS Caremark location/center
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

Work Schedule(s) available: We are seeking individuals open to working a 40 hour shift/schedule anytime Monday - Sunday between 8am-9pm EST. You will be given a set schedule after training based on business needs.

Training: 5 weeks, Monday - Friday 7:00am - 3:30pm MST (100% attendance required)

Career Development Opportunities:
After training you will have the opportunity to earn a Certified Pharmacy Technician Certificate through an apprenticeship program. 

The career path from Customer Service Representative to Clinical Support Technician includes: 

• Active Pharmacy Technician License in the state of residence
• Certified Pharmacy Technician (CPhT) certification required
• A minimum tenure of 6 months in the Pharmacy Technician I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role 
• Meet “Exceptional” Expectations performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
• Average Databases per Hour
• Average Handle Time
• Average Unavailable Time
• Quality Metrics 
• Demonstrate proven reliability and satisfactory attendance

The progression path from Level I, Level II, and Level III positions within the Prior Authorization (PA) team is a structured path that encourages advocates to widen their knowledge base, take on more responsibility, demonstrate expertise, and reward team members for their proven success and dedication. Each role level builds upon the skills learned in the previous one, with the ultimate goal of enabling technicians to provide superior support and contribute to the overall success of the contact center.

What are we looking for?

Required Qualifications

• One year of Customer Service experience role handling and resolving a high volume of complex customer needs over the phone and demonstrated ability to deliver high-quality customer service
• Proficient PC skills, computer literacy, basic Google Suite skills, Windows-based applications like Windows, Microsoft Office, internet navigation, email applications and ability to navigate systems.  Strong keyboard skills are essential.
• Must be able to multitask and utilize multiple system applications simultaneously
• Deliver confident and professional service to providers and internal partners
• Must be able to absorb presented information, display motivation, seek development and problem solve.

Preferred Qualifications

• Active Arizona Pharmacy Technician License or Registered/Licensed Pharmacy Technician Trainee.
• Valid/Active PTCB Certification or NHA Certification.
• Basic pharmaceutical knowledge pertaining to terminology, calculations, and protocols.
• Experience working in a retail, hospital, medical office, or pharmacy setting.