CCC Certified Pharm Tech; Remote), Clinical Customer Care - Pharmacy

CCC Certified Pharm Tech (Remote), 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 as 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 non‑retail facing environment. An active, in‑state pharmacy technician license is required to be considered.

• 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 may start and end outside of the normal shift schedule, including weekends
• Supporting customers via phone and/or chat by:
  • Answering incoming telephone calls from customers and Customer Care representatives on a daily basis and maintaining metrics as assigned
  • Serving 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; if additional support is needed, work with the billing team to ensure the claim is processed correctly
  • Advising customers on the status of their prescription or upcoming shipments
  • Performing account adjustments and transferring calls to the pharmacist when necessary
  • Providing technical support when navigating
  • Taking a hands‑on approach to resolving every issue, owning it from start to finish or partnering with the pharmacist and pharmacy staff if clinical advisement is necessary
  • Making outbound calls for a variety of purposes, including situations deemed urgent by leadership
• Supporting Customer Care agents by:
  • Answering incoming telephone calls and chats from Customer Care Representatives and customers on a daily basis and maintaining metrics as assigned
  • Assisting Customer Care Representatives by providing guidance and feedback using a consultative approach to continually develop staff knowledge
  • Acting as the primary point of contact for escalated calls by Customer Care Representatives, handling escalated calls and following through until resolution has been met
  • Serving as a point of contact for any system or technology/software outages and notifying all appropriate parties for resolution
• Adjusting to support various business lines based on shifting business needs and customer support demands, which may require cross‑training

• 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
• National Pharmacy Technician Certification (PTCB or NHA)
• High school or equivalent diploma
• 6+ months of experience working with computer and…