Pharmacy Technician - Customer Care

About the company

Join a team with a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are do the right thing, quality matters, question everything, and growth through care We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have bi-yearly performance reviews to ensure clarity of job expectations.

To learn more about our culture, please visit our careers page on our website.

The Pharmacy Technician Customer Care is responsible for typing prescriptions, answering incoming phone calls, completing Zendesk tickets, and delivering excellent customer service. This is a full-time position in our front-end department, reporting to the Customer Care Manager.

• Answer incoming calls from patients and doctors’ offices
• Accurately enter information and search the appropriate database system to: respond to patients' or doctors' inquiries, complete patient intakes, type new prescriptions, process refills, and check status of orders
• Call Escalation:
  When needed, collect data and create accurate and detailed Zendesk tickets for escalated calls so the appropriate party is able to assist customers
• Demonstrate exceptional, professional, and genuine etiquette and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties
• Use a variety of technology and information resources to attempt to provide First Call Resolution to customers
• Follow a set of guidelines designed to provide consistent service and answers to customers
• Use your best critical thinking and problem-solving skills to try to help the customer
• Assist and collaborate with a large team of pharmacists, data entry, compounding technicians, and shipping personnel to fulfill orders efficiently
• Fulfill other technician duties as assigned by supervising pharmacist or leads
• Assist in any duties necessary to ensure the functionality of the business

• Minimum of High School Diploma/GED
• Preferred licensed pharmacy technician in good standing with the CA Board of Pharmacy
• At least 1 year of pharmacy technician experience or 2-3 years of customer service experience (preferred in a pharmacy or healthcare setting)
• Preferred 2 years of experience with pharmacy software or other retail database systems
• Type at least 60 wpm
• Pass drug screen test, background check, pre-employment verification process
• Read, understand and be compliant with HIPAA
• Proficient in CA pharmacy law pertaining to pharmacy technicians

• Ability to effectively communicate in a brief and clearly expressed manner
• Ability to read the tone of someone’s voice and measure the cadence of the conversation to determine whether the prospect is satisfied or notli>
• Ability to perceive, understand, harness and manage emotions
• Ability to work with technology including but not limited to PK Pharmacy Software, Zendesk, Guru, Outlook, and credit card system
• Experience with customer service and multi-line phone system is preferred
• Familiarity with drug terminologies
• Strong organizational and interpersonal skills
• Ability to build quickly on conversation and build relationships
• Ability to stay calm and positive in stressful situations
• Ability to multi-task and work in fast-past environment
• Great leadership, customer service, and teamwork skills
• Able to communicate effectively, both verbal and written, in the English language
• Attention to detail
• Ability to problem solve effectively
• Ability to follow policies and procedures, basic math skills
• Motivated self-starter with great attitude, flexibility, and entrepreneurial spirit
• Able to work under pressure to prioritize and manage workload, manage simultaneous tasks and meet deadlines within a fast paced and changing environment

• You want a career in pharmacy or compounding
• You want to help patients and physicians learn about alternative medications
• You are looking for opportunities for growth and promotions
• You love learning new skills and are open to feedback to improve your work product
• You believe in and can demonstrate our core values
• You value having…