CCC Certified Pharm Tech, Clinical Customer Care

About the Role

Innovation is at the core of what we do. We believe that by removing and reducing the barriers that prevent people from taking their medications, we can help customers conveniently get the medications they need, when they need them and take them as prescribed. We have provided customers with the ability to find transparent and simple pricing, receive 24/7 customer service support, and have their meds delivered to their doorsteps while creating programs and products that embody our mission and position ourselves in becoming the world’s safest and fastest online pharmacy. We are looking for a Certified Pharmacy Technician to join us on our journey 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 nonretail facing environment.

Key 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.
• Serving 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. If additional support is needed, work with the billing team to ensure claim is processed correctly.
• Advising customers on the status of their prescription or their upcoming shipments.
• Performing account adjustments and transfer calls to the pharmacist when necessary.
• Providing customers with technical support when navigating pharmacy.amazon.com.
• Taking 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.
• Making 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.
• Assisting Customer Care Representatives by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge.
• Acting as primary point of contact for escalated calls by Customer Care Representatives, handling escalated calls and following through until resolution has been met.
• Serving as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution.
• Adjusting to support various business lines based on shifting business needs and customer support demands which may require cross training.

Requirements & Tech Stack

• High school diploma or equivalent.
• 6+ months of working with computer and web-based tools experience.
• An active and unrestricted Pharmacy Technician license in your state of employment.
• A 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.