Pharmacy Technician (Remote in AZ), Clinical Customer Care - Amazon Pharmacy
About the position
Responsibilities
• Maintain advanced understanding of all Amazon Pharmacy's policies and procedures as well as Amazon Pharmacy products and services
• Communicate with providers to obtain new written English-language prescriptions or refill requests and verify that the information is complete and accurate
• Learn pharmacy laws and regulations nationwide and follow compliance guidance with all company procedures, federal/state laws, rules and regulations
• Maintain confidentiality of all customer information while working autonomously and proactively identify areas in need of improvement in a fast-paced environment and maintain customer-centric commitment to quality
• Collaborate with teammates and other members of the pharmacy team as needed to maintain customer satisfaction
• Work a flexible schedule - shifts will possibly start and end outside of normal shift schedule including weekends
• Support customers via phone and/or chat by answering incoming telephone calls from customers and Customer Care representatives on a daily basis and maintain metrics as assigned
• Serve customers in a timely manner to ensure we are maximizing our relationship with them
• Triaging insurance claim issues with the customer within the scope of the CCC tech role
• Advise customers on the status of their prescription or their upcoming shipments
• Perform account adjustments and transfer calls to the pharmacist when necessary
• Provide our customers with technical support when navigating pharmacy.amazon.com
• Take a hands-on approach to resolving every issue, owning it from start to finish or partnering with pharmacist and pharmacy staff if clinical advisement is necessary
• Make outbound calls including for a variety of purposes, including situations deemed urgent by leadership
• Support Customer Care agents by answering incoming telephone calls and chats from Customer Care Representatives and customers on a daily basis and maintain metrics as assigned
• Assist Customer Care Representatives by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge
• Act as primary point of contact for escalated calls by Customer Care Representatives, handle escalated calls and follow through until resolution has been met
• Serve as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution
• Adjust to support various business lines based on shifting business needs and customer support demands which may require cross training
Requirements
• Active and unrestricted in-state Board of Pharmacy License (This includes Pharmacy Technician, Trainee, and Assistant Licenses). Additional licenses may be required if domicile state differs from state of employment
• High school or equivalent diploma
• 6+ months of experience working with computer and web-based tools
• Experience multitasking with phone and computer skills
Nice-to-haves
• National Pharmacy Technician Certification (PTCB or NHA)
• 1+ year of phone or customer service experience
• Excellent communication skills (spoken and written)
• Demonstrated ability to work as an effective team member
• Strong organization skills and attention to detail
• Experience navigating and troubleshooting technical issues
• 6+ months of experience working in a pharmacy related role
• Experience recognizing and identifying patient medications
• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
Apply Now
Apply Now
Responsibilities
• Maintain advanced understanding of all Amazon Pharmacy's policies and procedures as well as Amazon Pharmacy products and services
• Communicate with providers to obtain new written English-language prescriptions or refill requests and verify that the information is complete and accurate
• Learn pharmacy laws and regulations nationwide and follow compliance guidance with all company procedures, federal/state laws, rules and regulations
• Maintain confidentiality of all customer information while working autonomously and proactively identify areas in need of improvement in a fast-paced environment and maintain customer-centric commitment to quality
• Collaborate with teammates and other members of the pharmacy team as needed to maintain customer satisfaction
• Work a flexible schedule - shifts will possibly start and end outside of normal shift schedule including weekends
• Support customers via phone and/or chat by answering incoming telephone calls from customers and Customer Care representatives on a daily basis and maintain metrics as assigned
• Serve customers in a timely manner to ensure we are maximizing our relationship with them
• Triaging insurance claim issues with the customer within the scope of the CCC tech role
• Advise customers on the status of their prescription or their upcoming shipments
• Perform account adjustments and transfer calls to the pharmacist when necessary
• Provide our customers with technical support when navigating pharmacy.amazon.com
• Take a hands-on approach to resolving every issue, owning it from start to finish or partnering with pharmacist and pharmacy staff if clinical advisement is necessary
• Make outbound calls including for a variety of purposes, including situations deemed urgent by leadership
• Support Customer Care agents by answering incoming telephone calls and chats from Customer Care Representatives and customers on a daily basis and maintain metrics as assigned
• Assist Customer Care Representatives by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge
• Act as primary point of contact for escalated calls by Customer Care Representatives, handle escalated calls and follow through until resolution has been met
• Serve as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution
• Adjust to support various business lines based on shifting business needs and customer support demands which may require cross training
Requirements
• Active and unrestricted in-state Board of Pharmacy License (This includes Pharmacy Technician, Trainee, and Assistant Licenses). Additional licenses may be required if domicile state differs from state of employment
• High school or equivalent diploma
• 6+ months of experience working with computer and web-based tools
• Experience multitasking with phone and computer skills
Nice-to-haves
• National Pharmacy Technician Certification (PTCB or NHA)
• 1+ year of phone or customer service experience
• Excellent communication skills (spoken and written)
• Demonstrated ability to work as an effective team member
• Strong organization skills and attention to detail
• Experience navigating and troubleshooting technical issues
• 6+ months of experience working in a pharmacy related role
• Experience recognizing and identifying patient medications
• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
Apply Now
Apply Now