About the position
Responsibilities
• Answer incoming telephone calls from Customer Care associates and maintain assigned metrics.
• Make outbound calls for various purposes, including urgent situations as identified by the clinical pharmacist team.
• Assist the clinical pharmacist team with outgoing calls to MDs, pharmacies, and customers.
• Provide guidance and feedback to Customer Care Associates to enhance their knowledge.
• Complete tickets to support the Customer Care Team and Clinical RPh team.
• Maintain an advanced understanding of Amazon Pharmacy's policies, procedures, products, and services.
• Monitor and process help desk assigned tasks daily.
• Act as the primary point of contact for escalated calls, ensuring resolution is met.
• Manage reporting of customer complaints and provide resolutions per set SLAs, escalating as necessary.
• Investigate and report pharmacy errors, and learn pharmacy laws and regulations nationwide.
• Serve as a point of contact for system or technology/software outages, notifying appropriate parties for resolution.
• Maintain confidentiality of all customer information and work autonomously to identify areas for improvement.
• Collaborate constantly with teammates and maintain a customer-centric approach.
• Work a flexible schedule, with shifts possibly starting and ending outside of normal business hours.
Requirements
• Active and unrestricted in-state Board of Pharmacy License (including Pharmacy Technician, Trainee, and Assistant Licenses).
• High school diploma or equivalent.
• National Pharmacy Technician Certification (PTCB or NHA).
• Demonstrated ability to work as an effective team member.
• Strong organizational skills and attention to detail.
• Experience recognizing and identifying patient medications.
• 6+ months of relevant experience working with computer and web-based tools.
• Ability to work under pressure in a fast-paced environment while meeting productivity and quality standards.
Nice-to-haves
• Experience in a customer service role within a pharmacy setting.
• Familiarity with pharmacy laws and regulations.
Benefits
• Flexible schedule
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Apply Now