Telepharmacy Tech Team Leader

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Job Description

The Telepharmacy Technician Team Leader (TTTL) role builds upon the skills and responsibilities of the Telepharmacy Technician (TT) and is focused on being a leader, role model, mentor, and guide to the team while leading the daily operations of the Remote Dispensing Pharmacy (RDP). This includes oversight of the pharmacy, product inventory and security and full responsibility for customer satisfaction and issue resolution as the most senior colleague in the pharmacy department.

This position provides an opportunity in a leading retail pharmacy setting to excel in a complex, high impact, patient-focused role to positively impact the lives of others as a leader of people with operational oversight. The TTTL must be able to lead the TT team, triage pharmacy tasks, balance efficiency with accuracy and work independently and as a team in a fast-paced environment.

The incumbent will achieve excellence in customer service through compassion and genuine care for all patients while ensuring regulatory compliance standards are met. All team members must demonstrate ethical conduct and always maintain patient confidentiality.

In addition to the TT responsibilities, TTTLs will:

Oversee the safe and secure operation of the RDP, including serving as keyholder, keeping alarm and safe codes, and protecting the integrity of all pharmacy products, with special attention to refrigerated products and controlled substances.

Lead TT staffing efforts, including opening/closing requisitions, candidate interviewing and selection, training and onboarding of new Telepharmacy colleagues, and all hiring/termination responsibilities for the TT team; partnering with Front Store management to ensure an appropriate pipeline of cross-trained talent with required level of license and certification to work in the Telepharmacy is maintained on the roster, where allowed by regulations.

Manage TT team performance by establishing expectations and goals, conducting formal performance reviews, coaching, recognizing Heart At Work behaviors and counseling, as needed, while ensuring compliance with Federal, State, and Local employment laws.

Oversee the effective onboarding, training, and development of TT team in partnership with local Training Delivery colleagues, delegating day-to-day coordination of onboarding and training roadmaps where appropriate; conducting TT skill validations at appropriate milestones (LearningHub completion, quarterly proficiency assessments for workstation assignments, etc.).

Manage timely, accurate, and fair creation of the TT team schedule, delegating to the TT where appropriate; approving TT vacation requests, monitoring the appropriate use and entry of sick time and other payroll codes.

Be accountable for driving pharmacy results in partnership with the Pharmacy Manager at the Supervising Pharmacy through regular review of operational reporting (WeCARE, mCC, mPC, mTH, IER, etc.), identification of opportunities, and creation and execution of action plans; engaging and inspiring TT team on action plans to continuously improve outcomes for customers and the business; champion best practices in all areas of Telepharmacy operations and lead by example.

Maintain the highest level of TT team awareness of changing policies, procedures, processes, and products; regularly review communications and tasks across various channels (store email, myWork, etc.), delegating to the TT where appropriate.

Provide continuous coaching and feedback to TT team while in workflow to ensure accuracy, efficiency, and healthy team dynamics; coaching, developing, and mentoring all TT colleagues to contribute to their growth; act as a back-up for the TT, especially in areas of inventory excellence and TT team scheduling.

Serve as a trusted “source of truth” to the TT team, using judgement to escalate issues and direct colleagues to the appropriate support channel when needed (e.g., Pharmacy Manager, District Leader, DPC, Asset Protection, Colleague Relations, Ethics Line, Employee Assistance Program (Resources for Living), etc.).

Partner with District Leader and DPC to support priority market initiatives as needed.

Required Qualifications

Must be at least 18 years of age

Minimum of 1 year of experience as a Pharmacy Technician (may be 2 in select states)

PTCB National Certification or equivalent state-accepted national Pharmacy Technician Certification

High school diploma or General Equivalent Development

State-level licensure (requirements vary by state)

(GED) Regular and reliable attendance

Attention and Focus

○Ability to concentrate on a task over an extended period without being distracted Customer Service Orientation

○Actively look for ways to help people, and do so in a friendly manner

○Notice and understand customers' reactions, and respond appropriately Communication Skills

○Use and understand verbal and written communication to interact with customers and colleagues

○Actively 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 calculating day's supply of a prescription

Problem Resolution

○Ability to judge when something is wrong or is likely to go wrong; recognizing there is a problem

○Choosing the best course of action when faced with a complex situation with several available options

Physical Demands:

○Remaining upright on the feet, particularly for sustained periods of time

○Moving about on foot to accomplish tasks, particularly for moving from one work area to another, including outside of the pharmacy area

○Lifting, scanning, and bagging purchased items

○Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than whole hand or arm

○Reaching overhead; able to stretch or reach out with the body, arms, and/or legs to grasp items

○Extending hand(s) and arm(s) multiple directions to place, move, or lift items

○Precision control: able to adjust machines to exact positions

○Stooping to a considerable degree and requiring full use of the lower extremities and back muscles to move items between low and high positions, including bending spine at the waist

○Visual Acuity: Close visual acuity to perform activities such as: transcribing, viewing a computer terminal, reading, visual inspection involving small parts

○Able to orally communicate information and instructions to colleagues and customers

○Occasional lifting of up to a maximum of 30 lbs up to a height of 4 feet; exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects

Preferred Qualifications

3 years of relevant work experience

Availability to work 40 hours or greater per week and flexible schedules

Prior experience in a Telepharmacy Technician, Inventory Specialist, Technician Plus or Lead Technician role at CVS or equivalent

Management experience in retail, food service/restaurant, or customer service marketplace

PTCB Advanced Pharmacy Technician Certification (CPhT-Adv) when available

Education

High School diploma or equivalent

Business Overview

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

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Company info

CVS Health.
Website : https://www.cvshealth.com