Registered Pharmacy Technician, Clinical Customer Care – Amazon Pharmacy

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About the positionResponsibilities• Answer incoming telephone calls from Customer Care associates and maintain assigned metrics.• Make outbound calls for various purposes, including urgent situations as identified by the clinical pharmacist team.• Assist the clinical pharmacist team with outgoing calls to MDs, pharmacies, and customers.• Provide guidance and feedback to Customer Care Associates to enhance their knowledge.• Complete tickets to support the Customer Care Team and Clinical RPh team.• Maintain an advanced understanding of Amazon Pharmacy's policies, procedures, products, and services.• Monitor and process help desk assigned tasks daily.• Act as the primary point of contact for escalated calls, ensuring resolution is met.• Manage reporting of customer complaints and provide resolutions per set SLAs, escalating as necessary.• Investigate and report pharmacy errors, and learn pharmacy laws and regulations nationwide.• Serve as a point of contact for system or technology/software outages, notifying appropriate parties for resolution.• Maintain confidentiality of all customer information and work autonomously to identify areas for improvement.• Collaborate constantly with teammates and maintain a customer-centric approach.• Work a flexible schedule, with shifts possibly starting and ending outside of normal business hours.Requirements• Active and unrestricted in-state Board of Pharmacy License (including Pharmacy Technician, Trainee, and Assistant Licenses).• High school diploma or equivalent.• National Pharmacy Technician Certification (PTCB or NHA).• Demonstrated ability to work as an effective team member.• Strong organizational skills and attention to detail.• Experience recognizing and identifying patient medications.• 6+ months of relevant experience working with computer and web-based tools.• Ability to work under pressure in a fast-paced environment while meeting productivity and quality standards.Nice-to-haves• Experience in a customer service role within a pharmacy setting.• Familiarity with pharmacy laws and regulations.Benefits• Flexible schedule

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