CCC Certified Pharm Tech, Clinical Customer Care - Amazon Pharmacy

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

• 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 following 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:

o Answer incoming telephone calls from

customers and Customer Care

representatives on a daily basis and maintain

metrics as assigned

o Serve customers in a timely manner to

ensure we are maximizing our relationship

with them

o 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

o Advising customers on the status of their

prescription or their upcoming shipments

o Performing account adjustments and transfer

calls to the pharmacist when necessary

o Provide our customers with technical support

when navigating pharmacy.amazon.com

o 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

o Make outbound calls including for a variety of

purposes. Including situations deemed urgent

by leadership

• Supporting Customer Care agents by:

o Answering incoming telephone calls and chats

from Customer Care Representatives and

customers on a daily basis and maintain

metrics as assigned

o Assist Customer Care Representatives by

providing guidance and feedback utilizing a

consultative approach to continually develop

staff knowledge

o Act as primary point of contact for escalated

calls by Customer Care Representatives,

handle escalated calls and follow through

until resolution has been met

o 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