Pharmacy Support Specialist
4 weeks ago
Job Summary
We are seeking a highly skilled Pharmacy Technician to join our team at myGwork - LGBTQ+ Business Community. As a Pharmacy Technician, you will play a vital role in supporting our clinical pharmacy team and providing exceptional customer service to our clients.
Key Responsibilities
- Answer incoming telephone calls from Customer Care associates and maintain metrics as assigned.
- Make outbound calls for various purposes, including urgent situations deemed by the clinical pharmacist team.
- Assist the clinical pharmacist team without going to MD, pharmacy, and/or customer calls.
- Provide guidance and feedback to Customer Care Associates using a consultative approach to develop staff knowledge.
- Complete tickets to support the Customer Care Team and Clinical Pharmacy team.
- Maintain an advanced understanding of Amazon Pharmacy's policies and procedures, as well as Amazon Pharmacy products and services.
- Monitor and process all help desk assigned tasks on a daily basis.
- Act as the primary point of contact for escalated calls by Customer Care Associates, handle escalated calls, and follow through until resolution has been met.
- Manage the reporting of customer complaints and provide resolution per set SLA's, escalating as appropriate.
- Investigate and report pharmacy errors.
- Learn pharmacy laws and regulations nationwide.
- Serve as a point of contact for system or technology/software outages and notify all appropriate parties for resolution.
- Maintain confidentiality of all customer information.
- Work autonomously and proactively identify areas in need of improvement.
- Collaborate with teammates.
- Be customer-centric and committed to quality.
- Work a flexible schedule, with shifts possibly starting and ending outside of normal business hours.
Basic Qualifications
- Active and unrestricted in-state Board of Pharmacy License or ability to obtain a Pharmacy Technician License through the State Board of Pharmacy within 30 days of start date (reimbursement assistance provided).
- High school or equivalent diploma.
Preferred Qualifications
- National Pharmacy Technician Certification (PTCB or NHA).
- Experience recognizing and identifying patient medications.
- Demonstrated ability to work as an effective team member.
- Strong organization skills and attention to detail.
- 6+ months of relevant experience working with computer and web-based tools.
- Experience working under pressure in a fast-paced work environment while consistently meeting expectations.
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