CCC Certified Pharm Tech, Clinical Customer Care

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.
• 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 may start and end outside of normal shift schedules, including weekends.
• Support customers via phone and/or chat, including:
• Answering incoming telephone calls from customers and Customer Care representatives and maintaining assigned metrics.
• Serving customers in a timely manner to ensure maximization of customer relationships.
• Triaging insurance claim issues with the customer within the scope of the CCC tech role, and working with the billing team for claims requiring additional support.
• Advising customers on the status of their prescription or upcoming shipments.
• Performing account adjustments and transferring calls to the pharmacist when necessary.
• Providing customers with technical support when navigating pharmacy.amazon.com.
• Taking a hands-on approach to resolving issues from start to finish or partnering with the pharmacist and pharmacy staff if clinical advisement is necessary.
• Making outbound calls for a variety of purposes, including situations deemed urgent by leadership.
• Support Customer Care agents, including:
• Answering incoming telephone calls and chats from Customer Care Representatives and customers and maintaining assigned metrics.
• Assisting Customer Care Representatives by providing guidance and feedback using a consultative approach to continually develop staff knowledge.
• Acting as the primary point of contact for escalated calls by Customer Care Representatives, handling escalated calls, and following through until resolution.
• Serving as a point of contact for any system or technology/software outages and notifying 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.
• Casual dress code in a non-retail facing environment.