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Pharmacy Technician (Remote in AZ), Clinical Customer Care - Amazon Pharmacy

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About the position

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.

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
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  • Learn pharmacy laws and regulations nationwide and follow compliance guidance with all company procedures, federal/state laws, rules and regulations
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  • 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
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  • Collaborate with teammates and other members of the pharmacy team as needed to maintain customer satisfaction
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  • Work a flexible schedule - shifts will possibly start and end outside of normal shift schedule including weekends
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  • Support 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
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  • Serve customers in a timely manner to ensure we are maximizing our relationship with them
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  • Triaging insurance claim issues with the customer within the scope of the CCC tech role
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  • Advise customers on the status of their prescription or their upcoming shipments
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  • Perform account adjustments and transfer calls to the pharmacist when necessary
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  • Provide our customers with technical support when navigating pharmacy.amazon.com
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  • Take 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
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  • Make outbound calls including for a variety of purposes, including situations deemed urgent by leadership
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  • Support 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
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  • Assist Customer Care Representatives by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge
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  • Act as primary point of contact for escalated calls by Customer Care Representatives, handle escalated calls and follow through until resolution has been met
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  • Serve as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution
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  • Adjust to support various business lines based on shifting business needs and customer support demands which may require cross training

Requirements

  • Active and unrestricted in-state Board of Pharmacy License (This includes Pharmacy Technician, Trainee, and Assistant Licenses). Additional licenses may be required if domicile state differs from state of employment
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  • High school or equivalent diploma
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  • 6+ months of experience working with computer and web-based tools
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  • Experience multitasking with phone and computer skills

Nice-to-haves

  • National Pharmacy Technician Certification (PTCB or NHA)
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  • 1+ year of phone or customer service experience
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  • Excellent communication skills (spoken and written)
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  • Demonstrated ability to work as an effective team member
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  • Strong organization skills and attention to detail
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  • Experience navigating and troubleshooting technical issues
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  • 6+ months of experience working in a pharmacy related role
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  • Experience recognizing and identifying patient medications
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  • Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality

Benefits

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