CCC Certified Pharm Tech, Clinical Customer Care - Amazon Pharmacy

About the role

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.

Basic Qualifications

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

Preferred Qualifications

• 1+ years of customer service experience - Can show strong verbal and written communication skills - Experience in troubleshooting - Experience working in a fast-paced work environment - 6+ months of experience working in a pharmacy related role - 6+ months of Amazon Health Services Customer Care experience - Demonstrated ability to work as an effective team member - Strong organization skills and attention to detail - Experience recognizing and identifying patient medications Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. 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, additional earnings may include shift differentials and overtime pay. 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. USA, NH, New Hampshire - 25.50 - 29.00 USD hourly