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

About the position 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 • 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 • Serve 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 • Advise customers on the status of their prescription or their upcoming shipments • Perform account adjustments and transfer calls to the pharmacist when necessary • Provide our customers with technical support when navigating pharmacy.amazon.com • 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 • Make outbound calls including for a variety of purposes, including situations deemed urgent by leadership • 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 • Assist Customer Care Representatives by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge • Act as primary point of contact for escalated calls by Customer Care Representatives, handle escalated calls and follow through until resolution has been met • Serve as a point of contact for any system or technology/software outages and notify 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 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 • High school or equivalent diploma • 6+ months of experience working with computer and web-based tools • Experience multitasking with phone and computer skills Nice-to-haves • National Pharmacy Technician Certification (PTCB or NHA) • 1+ year of phone or customer service 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 • 6+ months of experience working in a pharmacy related role • Experience recognizing and identifying patient medications • Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality Apply tot his job Apply To this Job