CCC Certified Pharm Tech, Clinical Customer Care

About the Role

Innovation is at the core of what we do at Amazon Pharmacy. We aim to make it drastically easier for customers to find, choose, afford, and engage with the services, products, and professionals they need to get and stay healthy. As a Certified Pharmacy Technician, you will play an essential role in empowering our customers to take their medications correctly and achieve better overall wellness. Our pharmacy features a casual dress code in a non-retail facing environment.

Key Responsibilities

• Maintain an advanced understanding of all Amazon Pharmacy policies, procedures, products, and services.
• Communicate with providers to obtain new written English-language prescriptions or refill requests and verify that information is complete and accurate.
• Learn pharmacy laws and regulations nationwide and follow compliance guidance in accordance with all company procedures and federal/state laws, rules, and regulations.
• Maintain confidentiality of all customer information while working autonomously.
• Proactively identify areas for improvement in a fast-paced environment and maintain a 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 may start and end outside of normal hours, including weekends.
• Adjust to support various business lines based on shifting business needs and customer support demands, which may require cross-training.

Customer Support

• Answer incoming calls from customers and Customer Care Representatives daily and maintain assigned metrics.
• Serve customers in a timely manner to maximize our relationship with them.
• Triage insurance claim issues with customers within the scope of the CCC tech role; partner with the billing team when additional support is needed to ensure claims are processed correctly.
• Advise customers on the status of their prescription or upcoming shipments.
• Perform account adjustments and transfer calls to the pharmacist when necessary.
• Provide technical support to customers navigating pharmacy.amazon.com.
• Take a hands-on approach to resolving every issue, owning it from start to finish or partnering with the pharmacist and pharmacy staff when clinical advisement is required.
• Make outbound calls for a variety of purposes, including situations deemed urgent by leadership.

Customer Care Agent Support

• Answer incoming calls and chats from Customer Care Representatives and customers daily and maintain assigned metrics.
• Provide guidance and feedback to Customer Care Representatives using a consultative approach to continually develop staff knowledge.
• Act as the primary point of contact for escalated calls from Customer Care Representatives; handle escalations and follow through until resolution is reached.
• Serve as the point of contact for system, technology, or software outages and notify all appropriate parties for resolution.

Requirements & Tech Stack

• High school diploma or equivalent.
• 6+ months of working with computer and web-based tools experience.
• Active and unrestricted in-state Certified Pharmacy Technician Board of Pharmacy License.
• National Pharmacy Technician Certification (PTCB or NHA).
• Experience multitasking with phone and computer skills.

Qualifications

• 1+ years of customer service experience.
• Strong verbal and written communication skills.
• Experience in troubleshooting.
• Experience working in a fast-paced work environment.
• 6+ months of experience working in a pharmacy-related role.
• 6+ months of Amazon Health Services Customer Care experience.
• Demonstrated ability to work as an effective team member.
• Strong organization skills and attention to detail.
• Experience recognizing and identifying patient medications.