CVS Health

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Prescription Records Call Center Representative

at CVS Health

Posted: 1/3/2019
Job Status: On Call
Job Reference #: 861949BR
Keywords: call center

Job Description

Job Title :
Prescription Records Call Center Representative
Job ID :
Location :
RI - Lincoln
Street Address :
25 Blackstone Valley Place Suite 310 (3rd floor)
Category :
Call Center|Customer Service
Description :
Job Description
CVS Health Prescription Records team serves as the sole managing interface for Retails’ legal, subpoena, regulatory, attorney, patient and third party record demands for patient and prescriber prescription records.

As the Prescription Records Call Center Representative, you will be responsible for providing concise patient and prescription information in accordance with HIPAA requirements via various sources. Also, as the Prescription Records Call Center Representative, you will maintain and support the integrity of the Prescription Records to ensure HIPAA compliance when providing Protected Health Information. You will also support Compliance and Persistency Programs.

Additional Responsibilities Include:
1. Data process legal information requests, regulatory demands, subpoenas, and all third party and customer requests which includes direct administration and coordination of responses to first and third parties for requests seeking patient/prescriber Protected Health Information maintained by CVS Health.
2. Take calls in a call center environment and provide customers patient prescription records while following HIPAA guidelines. Follow up with third party requesters for additional documentation.
3. As required, flag certain types of requests for awareness and legal review. Route requests to appropriate legal departments for review, action response, and work with attorneys to respond to requesters. Prepare initial response to include rejection or modification of requests; request additional information or authority from requestor, or note in processing status to requester.
4. Perform necessary data entry into internal reporting tools, including, but not limited to, the accounting of disclosure system. Define data request criteria, build data extract parameters, perform data review/validation, data summation and customize & format reports to satisfy legal demands requesting patient information.
5. Work assigned tasks including organizing, sorting, and prioritizing incoming work.

Required Qualifications
- 1+ years of data entry experience using Microsoft Word and Excel and/or Microsoft Outlook

Preferred Qualifications
- 1+ years of experience in a high volume call center or client interfacing role
- Prior work experience in a pharmacy or legal environment
- Healthcare experience, especially from a pharmacy environment
- Previous experience in customer service, call center environments, and/or Legal environments
- Knowledge of customer privacy and compliance
- Data entry experience
- Healthcare experience, especially from a pharmacy environment
- Highly developed ability to communicate clearly, accurately and professionally, both verbally and in writing
- Ability to work with a high degree of accuracy and attention to detail
- Proven ability to work independently with minimal supervision
- Ability to master internal computer applications
- Demonstrated ability to maintain information in the strictest confidence
- Ability to handle inquiries, and exercise good judgment in working with personnel both internal and external to the Company and apply critical thinking skills to solve problems

Verifiable High School diploma or GED is required.

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units - MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!