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