Registered Pharmacy Technician, Clinical Customer Care - Amazon Pharmacy
About the position Responsibilities • Answer incoming telephone calls from Customer Care associates and maintain assigned metrics. • Make outbound calls for various purposes, including urgent situations as identified by the clinical pharmacist team. • Assist the clinical pharmacist team with outgoing calls to MDs, pharmacies, and customers. • Provide guidance and feedback to Customer Care Associates to enhance their knowledge. • Complete tickets to support the Customer Care Team and Clinical RPh team. • Maintain an advanced understanding of Amazon Pharmacy's policies, procedures, products, and services. • Monitor and process help desk assigned tasks daily. • Act as the primary point of contact for escalated calls, ensuring resolution is met. • Manage reporting of customer complaints and provide resolutions per set SLAs, escalating as necessary. • Investigate and report pharmacy errors, and learn pharmacy laws and regulations nationwide. • Serve as a point of contact for system or technology/software outages, notifying appropriate parties for resolution. • Maintain confidentiality of all customer information and work autonomously to identify areas for improvement. • Collaborate constantly with teammates and maintain a customer-centric approach. • Work a flexible schedule, with shifts possibly starting and ending outside of normal business hours. Requirements • Active and unrestricted in-state Board of Pharmacy License (including Pharmacy Technician, Trainee, and Assistant Licenses). • High school diploma or equivalent. • National Pharmacy Technician Certification (PTCB or NHA). • Demonstrated ability to work as an effective team member. • Strong organizational skills and attention to detail. • Experience recognizing and identifying patient medications. • 6+ months of relevant experience working with computer and web-based tools. • Ability to work under pressure in a fast-paced environment while meeting productivity and quality standards. Nice-to-haves • Experience in a customer service role within a pharmacy setting. • Familiarity with pharmacy laws and regulations. Benefits • Flexible schedule Apply tot his job