Pharmacy Care RepresentativeResponsibilities

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

Inventory Management:

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

Compliance / Sanitation:

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

The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.

Qualifications & Key

Requirements

Work

Experience

Experience in retail - experience in pharmacy a plus

Experience working in a fast-paced environment

Knowledge/Skills/Abilities: 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

Education

or equivalent

Licenses/

Certifications

Completion of all training and certification e.g

• PCR

• RXEVO

• HIPAA

• FWA

• MethGuard - diversity

• ACR

• H-E-B Screener certification

• Company orientation

Physical Demands &

Working Conditions

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

The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.