The primary responsibility of the One Team Patient-Prescriber Advocate is to enhance the patient-prescriber experience as a designated point of contact for high priority medical office prescribers servicing patients with complex medication therapies. As a One Team Patient-Prescriber Advocate you will be responsible for ensuring patients and prescribers are receiving best-in-class service, turnaround times, costs, and care for their medications by enhancing the customer service experience. This will be achieved by collaborating cross-functionally with CarePlus teams, Patients, Prescribers, Specialty Mail, Centers of Excellence, and prescriber sales within the CVS Specialty Enterprise. The Advocates will establish prescriber & patient relationships through telephonic and email outreach and will be required to triage issues to the appropriate departments and update the medical offices accordingly. In this role, you will utilize various platforms such as Salesforce, SPRX, RXConnect, Peoplesafe, Specialty Central, Zitter, and utilize pharmacy operations computer systems to track the status of prescription fulfillment and provide updates to the top specialty prescriber offices. Skills needed to be successful in this role include basic pharmacology knowledge, excellent organizational and prioritization skills, decision-making and issue resolution abilities, ability to work with varying leadership levels, support colleagues remotely, work among a diverse team, experience with multiple operational systems, strong communication skills, proficiency in email etiquette, attention to detail, strong problem-solving skills, and ability to work independently and as part of a team. Required qualifications include working knowledge of Microsoft 365 Applications, two plus years of experience in healthcare customer service, two years as a pharmacy technician or in a healthcare setting with experience in medical billing or prior authorizations, and technician state licensure where required. Preferred qualifications include specialty pharmacy experience in operations, one year as a pharmacy tech in a CarePlus Specialty Pharmacy, proficiency in Salesforce.com, knowledge of therapy, disease, and benefit plan designs, knowledge of BV, SPRx, & RXConnect, and CPHT Certification a plus in states that do not require certification. Education requirement is a High School Diploma or GED.
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