CCC Certified Pharm Tech, Clinical Customer Care - Amazon Pharmacy

About the role

Innovation is at the core of what we do. We provide customers with transparent and simple pricing, 24/7 customer service, and convenient medication delivery. We are committed to making it easier for customers to find, choose, afford, and engage with the services, products, and professionals they need to get and stay healthy.

Responsibilities

• Maintain advanced understanding of all Amazon Pharmacy’s policies and procedures as well as products and services
• Communicate with providers to obtain new written English-language prescriptions or refill requests and verify completeness and accuracy
• Learn pharmacy laws and regulations nationwide and follow compliance guidance with company procedures, federal/state laws, rules, and regulations
• Maintain confidentiality of all customer information while working autonomously and proactively identify areas needing improvement in a fast-paced environment
• 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
• Serve customers via phone and/or chat by answering incoming calls, serving customers promptly, triaging insurance claims, advising customers, performing account adjustments, and transferring calls to the pharmacist when necessary
• Provide technical support to customers navigating pharmacy.amazon.com
• Make outbound calls for various purposes, including urgent situations
• Support Customer Care agents by answering incoming calls and chats, providing guidance, and handling escalated calls
• Assist with system or technology/software outages and notify appropriate parties for resolution
• Support various business lines based on shifting business needs and customer support demands, requiring cross-training

Requirements

• High school or equivalent diploma
• Active and unrestricted in-state Certified Pharmacy Technician Board of Pharmacy License
• National Pharmacy Technician Certification (PTCB or NHA)
• 6+ months of experience working with computer and web-based tools
• 6+ months of experience working in a pharmacy-related role
• 6+ months of Amazon Health Services Customer Care experience

Qualifications

• Excellent communication skills (spoken and written)
• Demonstrated ability to work as an effective team member
• Strong organization skills and attention to detail
• Experience navigating and troubleshooting technical issues
• Experience recognizing and identifying patient medications
• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality

Skills

• Customer service skills
• Technical aptitude
• Medication identification skills
• Problem-solving abilities

Benefits

• EAP
• Mental Health Support
• Medical Advice Line
• 401(k) matching

Pay

The starting pay for this position is listed below including the base pay rate plus the highest available shift differential which applies depending on the shift you select. As a total compensation company, you are eligible for additional earnings including overtime pay and performance bonuses. Final pay will be based on factors including shift selection and location.

Schedule

Shifts will possibly start and end outside of normal shift schedule including weekends.