CCC Certified Pharm Tech, Clinical Customer Care - Amazon Pharmacy

Job description

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. An active, in-state pharmacy technician license is

required to be considered

Key job responsibilities

Core Responsibilities

Maintain 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.