CCC Certified Pharm Tech, Clinical Customer Care - 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.

• Maintain an 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 the information is complete and accurate.
• Learn pharmacy laws and regulations nationwide and follow compliance guidance with all company procedures, federal and state laws, rules, and regulations.
• Maintain confidentiality of all customer information while working autonomously.
• Proactively identify areas in need of improvement in a fast‑paced environment and maintain a customer‑centric commitment to quality.
• Collaborate with teammates and other pharmacy team members to maintain customer satisfaction.
• Work a flexible schedule; shifts may start and end outside normal hours, 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 maintaining assigned metrics.
• Serve customers in a timely manner to maximize our relationship with them.
• Triage insurance claim issues within the scope of the CCC tech role; when additional support is needed, work with the billing team to ensure the claim is 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 customers with technical support when navigating
• Take a hands‑on approach to resolving every issue, owning it from start to finish or partnering with pharmacists and pharmacy staff if clinical advisement is necessary.
• Make outbound calls for various purposes, including situations deemed urgent by leadership.
• Support Customer Care agents by answering incoming telephone calls and chats, providing guidance and feedback, and acting as the primary point of contact for escalated calls; handle escalated calls and follow through until resolution.
• Serve as a point of contact for any system or technology/software outages and notify the appropriate parties for resolution.
• Adjust to support various business lines based on shifting business needs and customer support demands, which may require cross‑training.

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

• 1+ year of phone or customer service experience.
• 6+ months experience working in a pharmacy‑related role.
• 6+ months experience with Amazon Health Services Customer Care.
• 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.
• Experience recognizing and identifying patient medications.
• Experience…