CCC Certified Pharm Tech, Clinical Customer Care - Amazon Pharmacy

Key job 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
• Supporting 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 transferring calls to the pharmacist when necessary
• Providing our 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
• Supporting 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, handle escalated calls and follow through until resolution has been met
• Serving as a point of contact for any system or software outages and notifying all appropriate parties for resolution
• Adjust to support various business lines based on shifting business needs and customer support demands which may require cross training

  Basic Qualifications

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

  Preferred Qualifications

  • 1+ year of phone or customer service experience
  • 6+ months of experience working in a pharmacy related role
  • 6+ months of Amazon Health Services Customer Care experience
  • 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

  Pay and Benefits

  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.

  Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

  USA, AZ, Arizona - 23.00 - 27.00 USD hourly
  USA, NH, New Hampshire - 24.00 - 27.00 USD hourly