What are the responsibilities and job description for the Pharmacy Care Representative position at H-E-B?
Responsibilities
Job Summary: As a Pharmacy Care Representative, you'll work in a team environment to provide superior customer service that exceeds patient expectations.
Key Responsibilities & Essential Functions
Customer Service / Patient Care:
Age Requirement
Qualifications & Key Requirements:
Last revised: 12/01/2021
Job Summary: As a Pharmacy Care Representative, you'll work in a team environment to provide superior customer service that exceeds patient expectations.
Key Responsibilities & Essential Functions
Customer Service / Patient Care:
- Provides / role-models superior customer service; works closely with Pharmacists, Pharmacy Technicians, and Pharmacy Care Representatives (PCRs) to provide excellent patient care
- Promotes / fosters "Greet, Ask, and Thank" and H-E-B telephone strategies; directs calls to appropriate Partner
- Receives written prescriptions from customers; obtains / verifies demographic and profile-related information; receives refill prescription numbers (by phone and at drop-off counter) and obtains profile-related information; processes written prescriptions and refill numbers into RXEVO
- Generates prescription-related paperwork; files / retrieves / maintains prescriptions in the Will-Call area
- Uses RXEVO at point of sale (POS) system; ensures procedures are followed to deliver prescriptions to correct patients (name, number of orders per bag, etc.)
- Directs customers to counseling window for Pharmacist consultation
- Obtains /returns tills from bookkeeping; processes customer transactions at register
- Maintains manual signature capture receipts; scans into RXEVO in a timely fashion
- Properly processes / clears prepaid prescriptions
- Ensures all prescription deliveries are finalized; prints RX delivery ledger daily
- Completes contact patient queue
- Files / maintains prescription hard copies
- Assists Technicians and Pharmacists to ensure complete, efficient production for the shift
- Participates in / assists with Rx screening events, flu shot scheduling, immunization scheduling, and future medication therapy management (MTM) events
- Checks in / assists customers receiving vaccines using comprehensive vaccine manager (CVM) tool or other professional services apps
- May participate in other professional services activities
- Receives OTC inventory; checks delivery for accuracy compared to invoices, contacts H-E-B warehouse or vendor if inventory is short
- Stages OTC inventory; breaks out into stocking sections, including front-of-pharmacy items (e.g., OTC, diabetic supplies)
- Complies with Return to Stock SOP to locate prescriptions via inventory management queue
- Ensures caps, vials, bags, etc., are correctly stocked
- Records fridge and freezer temperature logs
- Complies with HIPAA regulations to ensure privacy and confidentiality of personal health information (PHI)
- Complies with TSBP rules and H-E-B SOPs to ensure patient counseling is provided on applicable prescriptions
- Complies with SOP to process PSE transactions; follows manual process only if electronic system unavailable
- Complies with Central Fill check-in procedures
- Ensures department and work area (inside and outside) comply with presentation, organization, sanitation, and maintenance guidelines
- Removes trash from department; complies with trash compactor processes
Age Requirement
Qualifications & Key Requirements:
- 18
- Experience in retail; experience in pharmacy a plus
- Experience working in a fast-paced environment
- Working knowledge of pharmacy-related tasks, H-E-B RXEVO system, register procedures, and H-E-B Pharmacy SOPs
- Strong communication and customer service skills
- Mathematical skills (including calculating measurements)
- PC skills, including MS Office and H-E-B software and programs required by the job
- Cash-handling skills
- Ability to maintain composure in high-stress situations
- Ability to demonstrate strong telephone etiquette
- Ability to manage multiple priorities and shift focus between tasks
- Ability to work in a team environment
- Ability to work with little direct supervision
- Willingness to cross-train
- High School Diploma or GED or equivalent
- Completion of all required training and certification (e.g., PCR, RXEVO, HIPAA, FWA, MethGuard, diversity, ACR, H-E-B Screener certification, Company orientation)
- Function in a fast-paced, retail, office environment
- Work rotating shifts, including nights and weekends
- Stand for extended periods (up to 12 hours)
- Regularly lift 30 lbs or more
- Fulfill vision requirements for the job, specifically close vision and color vision
- Maintain H-E-B Rx screener status, including required recertification
Last revised: 12/01/2021