If you want to join an energetic, results-oriented, diverse team of people who are working hard every day to make a positive difference in the lives of our customers, consider joining the nation's leading pharmacy services provider. CVS Caremark is a strong, growing company guided by corporate values centered on customer service, teamwork, integrity and contributions; including both performance results and giving back to the community.
POSITION INFORMATION
Pharmacy Call Center-Customer Service Representative
Position Description:

Candidates who would like to be considered for the opportunities must also apply online at: Pharmacy Call Center, Woonsocket, RI
Choose "Apply-Customer Service" to fill out and submit an online application.


Primary Duties and Responsibilities:

Customer Service
� Answers calls in a courteous and professional manner with appropriate greeting
� Assists patients/callers with non-clinical questions and requests
� Requests additional support or escalates calls as needed to maximize caller satisfaction
� Maintains patient/caller confidentiality according to HIPAA and company standards

Operations
� Functions as primary resource in handling routine questions from patients/callers
� Ensures quality assurance standards are maintained at all times
� Accesses, inputs and retrieves information in the computer application
� Interprets a variety of instructions based on computer application such as status checks and general questions from the patient/caller
� Verifies and/or updates patient demographic information
� Processes refill requests from patients/caller
� Participates in required call center operational meetings
� Complies with all federal and state laws, rules and regulations
� Complies with CVS policy and procedures at all times
� Performs all other duties as assigned

Environmental Characteristics of a Call Center:

� Customer Service Representatives sit for the majority of the day
� Customer Service Representatives work within their assigned cubicle for the majority of the day
� Call volume is high. There is little to no time between calls
� There are high levels of structure for schedule adherence and attendance is tracked and managed
� Meals are scheduled in accordance with call volume and workflow

Performance Standards of a Call Center:

� Performance standards are identified and measured regularly
� A metrics based performance management tool is utilized


Qualifications:

Requirements:

  • 1 -3 yrs Customer Service experience required
  • Excellent communication skills, including a strong command of the English language and the ability to clearly articulate instructions/directions over the telephone
  • Previous call center experience preferred
  • Proficient to advanced PC skills required - MS Window based applications
  • Flexibility in work schedule is required
  • Ability to complete all required training programs required

    Candidates who would like to be considered for the opportunities must also apply online at: Pharmacy Call Center, Woonsocket, RI
    Choose "Apply-Customer Service" to fill out and submit an online application.


    CVS offers a competitive benefit package including:
    • Stock Option Award Program (select employees)
    • CVS Future Fund - 401(K) & ESOP
    • Employee Stock Purchase Plan (ESPP)
    • Comprehensive pre-tax medical insurance
    • Prescription Coverage
    • Short- and Long- term disability insurance
    • Medical and personal leave
    • Domestic partner benefits
    • Life Insurance-Company-paid program
    • Supplemental
    • Supplemental dependent
    • Dental Insurance
    • Vision discount plan
    • Adoption assistance
    • Business travel insurance
    • Auto and Home insurance discount plans
    • Professional liability insurance (Pharmacists)
    • Dependent care reimbursement account
    • Education assistance
    • Performance-based incentive plan
    • Service recognition
    • Paid vacations and holidays
    • Merchandise discount

    • Report It
    LOCATION:
    map it!US-RI-Woonsocket

    STATUS:
    Full-Time

    JOB CATEGORY:
    Retail
     

    Disclaimer:
    The above stated information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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