About the Company
CVS Health is a leading American healthcare company that owns CVS Pharmacy, a retail pharmacy chain; CVS Caremark, a pharmacy benefits manager; and Aetna, a health insurance provider, among many other brands. With a mission to help people on their path to better health, CVS Health operates thousands of retail locations across the United States, providing accessible and high-quality pharmacy services, minute clinics, and a wide array of health and wellness products. We are committed to fostering a culture of integrity, accuracy, and customer satisfaction.
Job Description
We are seeking a highly detail-oriented and discreet Pharmacy Secret Shopper to evaluate the quality of service, accuracy, and overall patient experience within various clinical pharmacy environments. This contract role requires individuals to act as regular customers, meticulously observing and documenting interactions, adherence to protocols, and the clinical counseling process. The ideal candidate will possess exceptional observational skills, a strong commitment to accuracy, and the ability to provide objective and comprehensive feedback. This role is crucial in helping CVS Health maintain its high standards of patient care and operational excellence.
Key Responsibilities
- Conduct discreet on-site visits to designated CVS Pharmacy locations, acting as a regular patient.
- Observe and document the entire pharmacy experience, from prescription drop-off to pickup and clinical counseling.
- Evaluate staff professionalism, product knowledge, adherence to privacy regulations (HIPAA), and overall customer service.
- Assess the accuracy of prescription fulfillment, including medication dispensed and patient counseling provided.
- Pay close attention to the clinical environment, including cleanliness, organization, and visual merchandising.
- Complete detailed and accurate survey reports immediately after each visit, providing objective feedback and specific examples.
- Maintain strict confidentiality regarding all observations and assignment details.
- Adhere to all guidelines and protocols provided for each secret shopper assignment.
- Communicate effectively with program coordinators regarding any issues or clarification needed.
Required Skills
- Exceptional attention to detail and observational skills
- Strong ability to remain discreet and act naturally in a pharmacy setting
- Excellent written communication skills for comprehensive report generation
- Ability to follow detailed instructions and protocols precisely
- High level of integrity and objectivity
- Basic computer proficiency for online report submission
- Reliable transportation to visit various pharmacy locations within the Austin area
Preferred Qualifications
- Previous experience in a secret shopper, auditing, or quality control role
- Familiarity with pharmacy operations or clinical healthcare environments
- A background in customer service or patient care
- Associate's degree or higher
Perks & Benefits
- Competitive per-assignment compensation
- Flexible scheduling to fit your availability
- Opportunity to contribute to improving healthcare quality
- Independent work environment
- Reimbursement for approved expenses incurred during assignments
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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