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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.
Position Summary
The TempAlert Repairs & Maintenance (TARM) team is a multifunctional team that supports the break, fix and installation activities for the temperature monitoring equipment onsite at CVS/pharmacy, MinuteClinic, and Omnicare locations. This position primarily focuses on the resolution of inbound Service Channel tickets relevant to temperature monitoring devices. In this role, you will be expected to triage directly with onsite colleagues via outbound phone calls to provide remote troubleshooting steps as indicated by the established workflow. You will be supported by robust standard operating procedures and partnerships with client stakeholders within Pharmacy Operations as well as an external vendor. You will be expected to work in a fast-paced environment, deliver on performance metrics, independently manage time and competing priorities, and be an effective self-starter. You will be responsible for overseeing multiple asynchronous issues through from start to finish. Other responsibilities may include but are not limited to: training new team members and/or offering peer-to-peer coaching as applicable, servicing a shared team email inbox with excellent written communication skills, and cross-training in other similar temperature monitoring spaces as needed. As a key contributor you must value patient safety, collaborate effectively, navigate a complex work environment, thrive in a fast-paced call-center type environment, and independently problem-solve with critical thinking skills and professional maturity. Hours of operation are Monday-Friday from 9am to 5:30pm EST.
Other responsibilities include:
Provide advanced remote troubleshooting for malfunctioning TempAlert equipment and install replacement equipment via phone call
Support email inbox inquiries to the team, working directly with field leaders, pharmacy teams, and other stakeholders to resolve issues with equipment via email
Assist with writing and updating training documentation and team knowledge resources
Additional tasks as required by manager or supervisor
Required Qualifications
1+ years of experience working with sensitive information and/or HIPAA, or experience working in a Call Center environment where a high degree of accuracy and attention to detail are required
1+ years of relevant work experience working with networking, computer peripherals, or other remote help desk IT support using ticketing applications
Ability to work with a high volume of work, production-oriented, time-sensitive call center environment
Strong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines
Proven ability to function well in a professional team environment
Proficient in data entry, Microsoft Word and Excel, Microsoft Outlook and the ability to master other related department applications
Ability to handle inquiries, and exercise good judgment and apply critical thinking skills to solve problems
Time management skills and ability to strategize through competing priorities
Demonstrated track record of high performance
Must be able to work on a computer, sitting for extended periods of time, typically 8 hours per day with or without a reasonable accommodation
Must be able to verbally communicate effectively with targeted client
Must be able to communicate effectively in writing
Must be able to use a headset to keep conversations confidential as you are connecting with your targeted client group
Perform shifts as variable, based on the needs of the business
Must be able to navigate a complex computer system, leveraging multiple applications, to determine who to connect with and evaluate troubleshooting needs
Must be able to interpret technical dashboards to perform root cause analysis
Preferred Qualifications
Strong customer service skills, including courteous telephone etiquette and professionalism
Strong oral, interpersonal and communication skills
Ability to problem solve in a positive, productive manner