• Job Description

  Req#: 3181245
  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- Active and unrestricted in-state Certified Pharmacy Technician Board of Pharmacy
  - License
  - • National Pharmacy Technician Certification (PTCB or NHA)
  - • High school or equivalent diploma
  - • 6+ months of 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 of experience working in a pharmacy related role
  - • 6+ months of Amazon Health Services Customer Care experience
  - • 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
  
  Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
  
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
  
  
  The starting pay for this position is listed below including the base pay rate plus the highest available shift differential which applies depending on the shift you select. As a total compensation company, you are eligible for additional earnings including overtime pay and performance bonuses. Final pay will be based on factors including shift selection and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.
  
  
  USA, AZ, Arizona - 23.00 - 27.00 USD hourly

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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