Amazon
CCC Certified Pharm Tech (Remote), Clinical Customer Care - Amazon Pharmacy
Amazon, Manchester, New Hampshire, United States
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 non‑retail facing environment. An active, in‑state pharmacy technician license is required to be considered.
Key Responsibilities
Maintain advanced understanding of Amazon Pharmacy’s policies and procedures and 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 ensure compliance with all company procedures, federal and 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 a 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 normal shift hours, including weekends.
Support customers via phone and/or chat by answering incoming telephone calls and chats from customers and Customer Care representatives on a daily basis and maintaining assigned metrics.
Serve customers in a timely manner to ensure we maximize our relationships with them.
Triage insurance claim issues with the customer within the scope of the Pharmacy Technician role; if additional support is needed, work with the billing team to ensure the claim is processed correctly.
Advise customers on the status of their prescription or upcoming shipments.
Perform account adjustments and transfer calls to the pharmacist when necessary.
Provide technical support when navigating pharmacy.amazon.com.
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.
Make outbound calls, including for a variety of purposes and situations deemed urgent by leadership.
Support Customer Care agents by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge.
Act as primary point of contact for escalated calls by Customer Care Representatives, handle escalated calls and follow through until resolution has been met.
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.
Basic Qualifications
Active and unrestricted in‑state Board of Pharmacy License (Pharmacy Technician, Trainee, or Assistant). 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 web‑based tools.
Experience multitasking with phone and computer skills.
Preferred Qualifications
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.
Experience working under pressure in a fast‑paced work environment while consistently meeting standards for productivity and quality.
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.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay for this position ranges from $46,280/year in our lowest geographic market up to $64,168/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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Key Responsibilities
Maintain advanced understanding of Amazon Pharmacy’s policies and procedures and 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 ensure compliance with all company procedures, federal and 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 a 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 normal shift hours, including weekends.
Support customers via phone and/or chat by answering incoming telephone calls and chats from customers and Customer Care representatives on a daily basis and maintaining assigned metrics.
Serve customers in a timely manner to ensure we maximize our relationships with them.
Triage insurance claim issues with the customer within the scope of the Pharmacy Technician role; if additional support is needed, work with the billing team to ensure the claim is processed correctly.
Advise customers on the status of their prescription or upcoming shipments.
Perform account adjustments and transfer calls to the pharmacist when necessary.
Provide technical support when navigating pharmacy.amazon.com.
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.
Make outbound calls, including for a variety of purposes and situations deemed urgent by leadership.
Support Customer Care agents by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge.
Act as primary point of contact for escalated calls by Customer Care Representatives, handle escalated calls and follow through until resolution has been met.
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.
Basic Qualifications
Active and unrestricted in‑state Board of Pharmacy License (Pharmacy Technician, Trainee, or Assistant). 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 web‑based tools.
Experience multitasking with phone and computer skills.
Preferred Qualifications
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.
Experience working under pressure in a fast‑paced work environment while consistently meeting standards for productivity and quality.
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.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay for this position ranges from $46,280/year in our lowest geographic market up to $64,168/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Depending on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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