• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication (i.e. provide one-on-one support for patients who were unable to fill their prescription due to an inventory shortage, patients who are non-adherent to medications, etc.) • Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success • Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns such as medication adherence barriers or clinical-related challenges faced by patients, enabling timely intervention and resolution • Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines and enter refill order for processing • Utilize computer systems, software, and databases to accurately record patient information and interactions, call outcomes, program enrollments, and progress updates • Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes • Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements • Identify and communicate issues to senior level staff as appropriate • Communicate effectively with team lead and supervisor through huddles, team meetings, cohort refreshers, technology updates