Heart At Work: Crystal Ring – helping non-English speaking patients

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Sophia*, who speaks Spanish, was admitted to the hospital multiple times for cellulitis and extremely high blood pressure. Although she was surrounded by medical professionals, she couldn’t easily convey what she was feeling or understand the care needed until Crystal Ring reached out. 

Crystal is an Aetna American Health Holding (AHH) case management nurse who advocates for patients with Limited English Proficiency (LEP). Using an interpreter from Aetna’s language services program, she helps AHH members like Sophia overcome linguistic, cultural and health literacy barriers. 

“When I first spoke to Sophia she was frustrated, scared and overwhelmed. She felt pushed aside and didn’t feel she was getting better. Because of this, Sophia wasn’t attending her follow-up appointments and refused to take her high blood pressure medicine,” explains Crystal. “I calmed Sophia down and shared with her the medical rationale behind the physician’s instructions so she could understand the potential danger of stopping her treatment.” 

According to the U.S. Census Bureau, over 21 percent of the population speaks a language other than English. As these numbers rise, nurses like Crystal play a critical role meeting challenges related to care and education for this diverse population. 

Along with patients who have high blood pressure, Crystal works with patients with diabetes, heart disease, kidney failure and wounds. Her case load varies from 30 to 45 patients. 

“I just love to help people. At the end of the day, I want to know that I did everything I could for my patients,” says Crystal, adding that some of her patients cried when their case was closed. 

Thanks to Crystal’s dedication and thoughtful approach, Sophia is doing well and her blood pressure is no longer in the danger zone. Crystal even recommended changing Sophia’s medication, which improved her cellulitis and allowed her to become a candidate for vascular surgery. In fact, Sophia’s physician sent Crystal a note thanking her for her knowledge and leadership: “We are very appreciative of the amazing work you are doing for our patients.”

So are we! Thank you, Crystal, for bridging the communications gap and bonding with your patients. Your care makes all the difference. 

*Name changed for privacy purposes

Heart At Work recognizes CVS Health heroes across the country who bring their hearts to work, helping people on their path to better health. Read their stories, watch their videos and celebrate our CVS Health Heart At Work heroes along with us!

A photo of Crystal Ring at her home standing outside smiling at the camera.
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CVS Health to hire 15,000 across the U.S. in fourth quarter

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WOONSOCKET, R.I. — CVS Health (NYSE: CVS) today announced that it is recruiting qualified candidates to fill 15,000 jobs. These new and existing positions will help the company continue to respond to the needs of communities across the country during the fall and winter months when the incidences of COVID-19 and the flu are expected to increase.

More than 10,000 of the new roles are for full- and part-time licensed pharmacy technicians at CVS Pharmacy locations and will be filled as soon as possible, helping increase support for patients and fellow pharmacy professionals. Many of the positions are temporary with the possibility of becoming permanent. 

The company is also marking Pharmacy Technician Day on October 20th by advocating for an expanded scope of practice that would allow trained pharmacy technicians to administer COVID-19 vaccinations under the supervision of an immunization-certified pharmacist. As an integral part of the health care system, pharmacy technicians can help fill the urgent need to safely and quickly scale distribution of a vaccine and extend the capacity of the health care workforce to address the pandemic.

“Additional team members typically are needed every flu season,” said Lisa Bisaccia, Chief Human Resources Officer, CVS Health. “However, we’re estimating a much greater need for trained pharmacy technicians this year given the continued presence of COVID-19 in our communities. These jobs offer a rewarding career opportunity, with flexible hours, advancement potential and a supportive environment while helping people on their path to better health.” 

Working under the direct supervision of a licensed pharmacist, CVS Health pharmacy technicians continue to serve as a trusted resource for patients by processing prescriptions, dispensing medications, providing information to customers or health professionals and performing administrative tasks. They also are vital to administering COVID-19 tests at more than 4,000 drive-thru testing sites at select CVS Pharmacy locations across the country. In this role, they are critical in helping to curb the spread of the virus and expand access to care, particularly in underserved communities.

Additional on-site roles that are part of the company’s recruiting effort include pharmacists, nurses, nurse practitioners, physician assistants, member benefit case professionals, and distribution center employees.

Finally, to support the CVS Caremark and CVS Specialty pharmacy businesses, the company is recruiting for several thousand work-from-home customer service representative positions across the country, with hundreds of openings in several markets, including: Indianapolis, IN; Kansas City, MO; Knoxville, TN; Mt. Prospect, IL; Orlando, FL; Pittsburgh, PA; and  San Antonio, TX. These full-time opportunities start at 30 hours per week and offer a flexible schedule for people seeking to quickly get back to work. Candidates for these opportunities can easily apply online and take an online virtual job tryout.

“By leveraging CVS Health’s innovation and technology, we can help get more Americans back to work from the convenience of their own homes, where they can contribute to the company’s ongoing efforts to help solve the country’s health care challenges,” said Jeffrey Lackey, Vice President of Talent Acquisition, CVS Health.

The additional 15,000 positions are incremental to the accelerated recruiting effort that was announced in March to hire 50,000 new colleagues in support of the company’s response to the pandemic.

Opportunities for full-time colleagues include competitive pay, paid training and a generous benefits package. Job seekers can go to cvs.jobs to apply. 

Information on steps CVS Health has taken to address the COVID-19 pandemic, including support for health care providers and clinicians facing financial and administrative strain, can be found in the company's COVID-19 Response Report.

CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law.

About CVS Health

CVS Health employees are united around a common goal of becoming the most consumer-centric health company. We're evolving based on changing consumer needs and meeting people where they are, whether that's in the community at one of our nearly 10,000 local touchpoints, in the home, or in the palm of their hand. Our newest offerings – from HealthHUB locations that are redefining what a pharmacy can be, to innovative programs that help manage chronic conditions – are designed to create a higher-quality, simpler and more affordable experience. Learn more about how we're transforming health at www.cvshealth.com.

Media contact

Joe Goode
401-378-5220
Joseph.Goode@CVSHealth.com

A man, wearing a face mask, checks in with a CVS Pharmacy technician in order to receive a flu vaccination.
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Heart At Work: Coram Nurses nurture their patient to good health

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It was the peak of COVID-19 and their patient suffered from pancreatitis. When she recovered, she was so grateful for the expert round-the-clock care provided by Coram nurses: Nancy Marlett, Mallory Young and Lucy Runnels, she made a very special video to let them know. 

Nancy, Mallory and Lucy, thank you for nurturing your patient back to health through your medical expertise and dedication. You exemplify the very best in the profession.

Heart At Work recognizes CVS Health heroes across the country who bring their hearts to work, helping people on their path to better health. Read their stories, watch their videos and celebrate our CVS Health Heart At Work heroes along with us!

Three Coram® nurses, from left to right: Nancy Marlett, Mallory Young, and Lucy Runnels.
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Heart At Work: Helen Volf

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During the early months of COVID-19, Karen, a Type 1 diabetic patient called her CVS Pharmacy in tears, afraid she couldn’t get her life-saving insulin. Pharmacist Helen Volf diligently went to work to resolve the issue. Months later when Helen and Karen finally met there were tears again, but this time, tears of gratitude. Watch the video. 

Thank you, Helen. Your concern and follow-through for your patient provided relief when it was desperately needed. #CVSHeartAtWork  

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Heart At Work: Nancy Simonelli

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Bill Steel, an 83-year-old living in The Villages, a 15,000-person retirement community in Lady Lake, Florida, likes a lot of things about his local CVS Pharmacy. It’s clean and well stocked. That makes for one-stop shopping instead of multiple trips elsewhere – especially important since he’s in the most vulnerable age group for COVID-19 and Florida has seen a huge resurgence of cases in recent weeks. 

“CVS Pharmacy prices are competitive to what I pay at the supermarket. I use my ExtraCare card and that saves me too,” explains Bill, who visits two to three times weekly. “The staff is always friendly and helpful and Nancy always takes time to talk.” 

Nancy is Nancy Simonelli, a retail store associate who has been a CVS Health colleague for more than 20 years. She knows Bill and many other customers by their first name and makes sure their shopping trips include friendly small talk. A fellow retiree and member of the community, she understands that for some seniors those quick chats may be the only conversation they have that day.   
   
“They’ll come in for their medications, talk to the pharmacist, and then visit with us,” Nancy says. “They’re glad to see you and you’re glad to see them.” 

Those small interactions can make a big difference. Many seniors, especially since the COVID-19 pandemic began, are dealing with social isolation, a condition studies have shown can be as harmful as smoking 15 cigarettes a day. 

As Christopher Ciano, President of Medicare for Aetna, reminds us, it’s even more important that our aging loved ones don’t feel they’re alone during this time. 

Nancy understands. A New Jersey native, she moved to Central Florida with her husband after retiring and knows the community.  She understands customers, like Bill, may have lost a spouse and do their own shopping. Family may live far away. 

“I’ll learn about their children and grandkids.” Sometimes she’ll hear a familiar accent and ask, “What part of New Jersey are you from?” 

Like other CVS Pharmacy locations, things have changed. Colleagues and customers alike are required to wear masks. Where once there was a handshake, or a pat on the back, now there are air high-fives.  

What hasn’t changed is colleagues like Nancy and the social connection their friendly chats provide customers like Bill. Thank you – and a big “air high-five” – for bringing your heart to work, Nancy. 
 

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Heart At Work: Motria Lusk

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"When our patients are lost, it is our job to help them find their way to better health," says Pharmacist Motria Lusk

Ten years ago, Jennie and Eric Maike’s three-month-old son Christian had open heart surgery. They were discharged from the hospital with six prescriptions and were at a loss for how to give Christian, who has Down Syndrome, the correct dosages.

Jennie explains, “I realized the dosages were in milligrams, not milliliters.  Exhausted and scared, I went to our CVS Pharmacy for help. Pharmacist Motria Lusk converted all of the dosages for me. I can’t even begin to tell you the emotional state I was in. Motria was my saving grace that day.” 

With Christian’s health issues, there are many times Jennie’s been nervous about his medications or she needs help determining insurance coverage. She is so grateful for Motria and her team in Sylvan Lake, Michigan, that she has twice sent emails of appreciation to CVS.

A family photo of Noah, Eric, Jennie and Christian Maike.
The Maike family appreciates its CVS Pharmacy team. From left, Noah, Eric, Jennie and Christian.

In response, Motria says, “Jennie is my hero. She is so calm. She never complains and has tremendous courage. She puts a smile on my face.” 

A few years ago, Jennie was diagnosed with breast cancer. “Again, I go to my pharmacy with a handful of prescriptions after my first oncology appointment. I remember handing them to Motria, she read them, and walked out from the counter to hug me. I tear up thinking of her kindness,” Jennie recalls.

Motria noticed that the combination of new medications would create an issue with one of Jennie’s current prescriptions. Jennie admits she had forgotten to tell the oncologist about this medication. Jennie adds, “If Motria hadn’t noticed, it could have caused some nasty complications. I know this is the job of a pharmacist, but the way Motria makes her customers feel is just incredible.”

Motria insists this is how she, Pharmacy Manager Helene Little and all the pharmacists and pharmacy techs at her store treat every patient. 

Helene explains, “Motria is very nurturing toward our patients and our techs. We always explain to the techs why people may act a certain way and why we do certain things in our jobs. We are a team and a family.”

“When our patients are lost, it is our job to help them find their way to better health,” Motria concludes.

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Heart At Work: Victor Hendrix

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“Every time we leave CVS, I realize that one of the employees has taken time to talk with me and help me. I use these as teaching moments for my teenage sons. I point out that they can have a positive impact on others through a few simple words,” explains Erika Page White, a TV actress and stay-at-home mom.

About six months ago she met Victor Hendrix, a cashier in Store #6394, located in Brentwood, Tennessee. She says, “I couldn’t find my $5 coupon. I went to the ExtraCare coupon center and couldn’t work it. Seeing that I was stressed, Victor helped me. His calmness made me calm.”
Erika describes, “Victor is super joyful and so kind in greeting everyone. He and his co-workers have become a part of our community and this makes me feel comfortable.”

Store manager Sean Bock says, “Victor is outgoing, bubbly and never seems to have a bad day. He brings a smile to everyone’s face.”

Victor was shocked when he learned that someone tweeted about him to CVS Health. “He deserves the recognition,” adds Sean. “So we gave him a little party at work with balloons and everything. Customers know him by name, and he knows all of them by name, too. When Victor is working, the shift is always more upbeat.”

TV actor Erika Page White, pictured with her son, Justin, husband, Bryan, and son, Jackson (left to right).
"CVS thank you for being a light in our community,” says TV actor Erika Page White, pictured with her son, Justin, husband, country artist, singer, songwriter, Bryan White and son, Jackson (left to right). Photography by Daniel C. White Photography

Victor joined what has become the CVS Pharmacy family about 36 years ago. He was a cashier with SuperX, which was purchased by RevCo and is now CVS Pharmacy. “I was surprised to learn about Erika’s tweet. What she said about me is just how I treat everyone. It did make me feel good that someone took the time to appreciate me, and that my manager and team gave me a party in the store.”

Erika asked about the source of Victor’s joy. He explained, “My joy and caring come from my heart, from God and my mother. She was a strong believer in God and always told me to trust in God. She also said to treat people the way they should be treated.”

“We are big CVS fans. We use it as our one-stop shopping. From snacks for my teenagers who play sports, to beauty products for me, and the drive-thru is super helpful. We also greatly appreciate the follow-up messages about our prescriptions. CVS thank you for being a light in our community,” Erika concludes.

Victor Hendrix, store cashier at CVS Pharmacy.
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CVS Health to hire hundreds of new jobs across Arizona

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Pharmacy Technician role is in high demand

WOONSOCKET, R.I. — In anticipation of the increased demand for influenza vaccinations and the likely ongoing presence of COVID-19 this fall, CVS Health (NYSE: CVS) announced today the hiring of approximately 300 new jobs throughout Arizona over the coming months.

The new roles are seasonal and for part-time and full-time licensed pharmacy technicians at CVS Pharmacy locations. The positions will be filled as soon as possible. Some seasonal employees will have the opportunity to apply for or be promoted into permanent roles with the company.

Working under the direct supervision of a licensed pharmacist, pharmacy technicians process prescriptions, dispense medications, provide information to customers or health professionals and perform administrative tasks. They also are vital to administering the COVID-19 test at CVS Pharmacy's 93 drive-thru testing sites across Arizona to help curb the spread of the virus and expand access to care, particularly in underserved neighborhoods.

"Additional team members typically are needed every fall flu season," said Tobin Zdarko, Region Director, CVS Pharmacy. "However, we are estimating a much greater need for pharmacy technicians this year given the anticipated rise in demand for flu shots and other immunizations, along with the continued presence of COVID-19 in the community. These jobs offer Arizona residents a rewarding career opportunity, with flexible hours, advancement potential and a supportive environment while helping people on their path to better health."

The influx of new jobs comes at a time of record-high unemployment rates across Arizona and nationwide due to the coronavirus.

"This expansion by CVS Health is an important addition to the state's health care community and will further strengthen efforts to keep Arizonans safe and healthy," said Governor Doug Ducey. "We thank CVS Health for its ongoing commitment to our state, and for investing in hundreds of jobs in Arizona."

To be hired, applicants must have obtained at least a technician in training license. This certification is valid for up to three years, by which time the trainee is required to pass the Pharmacy Technician Certification Board (PTCB) exam to remain a technician.

Interested job seekers can go to cvs.jobs to apply.

Information on steps CVS Health has taken to address the COVID-19 pandemic, including support for health care providers and clinicians facing financial and administrative strain, is available at the company's frequently updated COVID-19 resource center.

About CVS Health

CVS Health employees are united around a common goal of becoming the most consumer-centric health company. We're evolving based on changing consumer needs and meeting people where they are, whether that's in the community at one of our nearly 10,000 local touchpoints, in the home, or in the palm of their hand. Our newest offerings from HealthHUB locations that are redefining what a pharmacy can be, to innovative programs that help manage chronic conditions are designed to create a higher-quality, simpler and more affordable experience. Learn more about how we're transforming health at www.cvshealth.com.

Media Contact

Monica Prinzing
831-241-8294
PrinzingM@aetna.com

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Heart At Work: Janeika Knight

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Aetna HealthSpire sales manager Janeika Knight finds great fulfillment managing a team of 10 who assist Medicare beneficiaries. She’s also a National Guard medic on the frontline who supports the state of Tennessee by conducting crucial COVID-19 testing in underserved rural communities.

Thank you, Janeika, for bringing your heart to work as a respected and caring manager and for aiding your country at a time when it needs you most. #CVSHeartAtWork

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Job training for underserved communities in Cleveland

Job training for underserved communities in Cleveland
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People in underserved communities often have trouble getting the job skills they need to find stable employment. That’s why CVS Health launched the Workforce Innovation and Talent Center in Cleveland. The Center provides hands-on training and other resources – like transportation, childcare and housing – to help people find meaningful employment in the health care industry. By helping keep people financially healthy, CVS Health is also helping to build healthier communities across the country.


Workforce Innovation Center’s support takes single mom from homeless to hopeful

In this episode’s podcast, we meet Carrie Robinson, who is a 28-year-old single mom living outside of Cleveland, Ohio. She’s a pharmacy technician — but not too long ago, she and her five kids found themselves homeless. She shared her story about how CVS Health’s Workforce Innovation and Talent Center changed her life. The centers provide people in under served communities with the training, resources and support network they need to be successful. Like Carrie.

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