Operations & Customer Support Associate, Pharmacy
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Job Description
Operations Associate ensuring seamless pharmacy operations with a focus on customer support. Collaborating with patients, pharmacies, and the medical team to optimize order fulfillment.
Responsibilities:
- Serve as the primary point of contact for patients with questions or concerns regarding pharmacy orders, ensuring timely and compassionate resolution of issues.
- Work closely with pharmacy partners to ensure accurate order processing and timely fulfillment of prescriptions and non-prescription products.
- Track and monitor pharmacy operations, ensuring that orders are being fulfilled within expected timelines and identifying any potential delays.
- Collaborate with the pharmacy and medical team to quickly resolve order discrepancies, prescription issues, and other operational challenges.
- Deliver outstanding customer service through phone, email, and Athena messaging, ensuring that patients receive prompt, accurate, and helpful responses to their inquiries.
- Identify and suggest opportunities for improving operational processes related to pharmacy order fulfillment and customer interaction.
- Maintain clear records of all patient interactions, issues, and resolutions, providing regular reports to the Director of Pharmacy E-Commerce on performance and potential areas of improvement.
Requirements:
- Bachelor’s degree or equivalent experience in healthcare, business, operations, or a related field.
- 1-3 years of experience in a customer service or operational role. Experience in a healthcare or e-commerce setting is a plus.
- Strong communication and problem-solving skills, with a passion for helping patients and ensuring their needs are met.
- A background or strong interest in operations, with the ability to monitor processes and ensure timely completion of tasks.
- Strong attention to detail, ensuring that all issues are followed up and resolved accurately.
- Comfortable with using customer service platforms (Zendesk), EHR (Athena), and spreadsheets for tracking orders and interactions. Comfort with Shopify a plus.
- Ability to collaborate effectively with internal teams (pharmacy, medical, and e-commerce) and external partners.
Benefits:
- Health, dental and vision
- Paid holidays
- Flexible time off
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