Pharmacy Technician - Customer Care

Compound AI; Berkeley (CA); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Wellness benefits

401k with safe harbor match

Job summary

Valor Compounding Pharmacy, Inc. seeks a dedicated Pharmacy Technician - Customer Care to join our front-end team in Berkeley, CA. You will type prescriptions, handle incoming calls, and manage Zendesk tickets while delivering outstanding customer service.

This full-time role reports to the Customer Care Manager. Candidates should have a high school diploma, CA-registered preference, and experience with pharmacy software. Competitive benefits accompany the position.

Qualifications

• High school diploma or GED is required.
• CA-Board licensed pharmacy technician preferred.
• 1 year of pharmacy technician experience or 2-3 years of customer service experience in a healthcare setting preferred.
• 2 years experience with pharmacy software or retail databases.
• Type at least 60 WPM.
• Pass drug screen, background check, and pre-employment verification.
• Read, understand and be compliant with HIPAA.
• Proficient in CA pharmacy law pertaining to pharmacy technicians.

Responsibilities

• Answer incoming calls from patients and doctors’ offices.
• Enter information accurately and search databases to respond to inquiries, complete patient intakes, type prescriptions, process refills, and check order status.
• Create detailed Zendesk tickets for escalated calls to enable resolution.
• Provide professional, courteous phone etiquette and handle holds/transfers/messages as needed.
• Use PK Pharmacy Software, Zendesk, Guru, Outlook, and credit card systems to support patient care.
• Follow guidelines to provide consistent service and answers to customers.
• Apply critical thinking and problem-solving to assist customers.
• Collaborate with pharmacists, data entry, compounding technicians, and shipping staff to fulfill orders.
• Fulfill other technician duties as assigned by supervising pharmacist or leads.
• Support general business functions as needed.

Skills

Communication

Active listening

Emotional intelligence

Typing 60 WPM

HIPAA compliance

CA pharmacy law knowledge

Team collaboration

Multitasking

Attention to detail

English (written & spoken)

Education

High School Diploma or GED

Licensed Pharmacy Technician (CA Board preferred)

Tools

PK Pharmacy Software

Zendesk

Guru

Outlook

Credit Card System

Job description

About the company

Join a team with a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are do the right thing, quality matters, question everything, and growth through care. We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have 15-minute weekly check-ins reviewed by their manager and bi-yearly performance reviews to ensure clarity of job expectations. To learn more about our culture, please visit our careers page on our website.

About the role

The Pharmacy Technician - Customer Care is responsible for typing prescriptions, answering incoming phone calls, completing Zendesk tickets, and delivering excellent customer service. This is a full-time position in our front-end department, reporting to the Customer Care Manager.

What you'll do

• Answer incoming calls from patients and doctors’ offices
• Accurately enter information and search the appropriate database system to: respond to patients' or doctors' inquiries, complete patient intakes, type new prescriptions, process refills, and check status of orders
• Call Escalation: When needed, collect data and create accurate and detailed Zendesk tickets for escalated calls so the appropriate party is able to assist customers
• Demonstrate exceptional, professional, and genuine etiquette and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties
• Use a variety of technology and information resources to attempt to provide First Call Resolution to customers
• Follow a set of guidelines designed to provide consistent service and answers to customers
• Use your best critical thinking and problem-solving skills to try to help the customer
• Assist and collaborate with a large team of pharmacists, data entry, compounding technicians, and shipping personnel to fulfill orders efficiently
• Fulfill other technician duties as assigned by supervising pharmacist or leads
• Assist in any duties necessary to ensure the functionality of the business

Qualifications

• Minimum of High School Diploma/GED
• Preferred licensed pharmacy technician in good standing with the CA Board of Pharmacy
• At least 1 year of pharmacy technician experience or 2-3 years of customer service experience (preferred in a pharmacy or healthcare setting)
• Preferred 2 years of experience with pharmacy software or other retail database systems
• Type at least 60 wpm
• Pass drug screen test, background check, pre-employment verification process
• Read, understand and be compliant with HIPAA
• Proficient in CA pharmacy law pertaining to pharmacy technicians

Skills and abilities

• Ability to effectively communicate in a brief and clearly expressed manner
• Ability to read the tone of someone’s voice and measure the cadence of the conversation to determine whether the prospect is satisfied or not
• Ability to perceive, understand, harness and manage emotions
• Ability to work with technology including but not limited to PK Pharmacy Software, Zendesk, Guru, Outlook, and credit card system
• Experience with customer service and multi-line phone system is preferred
• Familiarity with drug terminologies
• Strong organizational and interpersonal skills
• Ability to build quickly on conversation and build relationships
• Ability to stay calm and positive in stressful situations
• Ability to multi-task and work in fast-past environment
• Great leadership, customer service, and teamwork skills
• Able to communicate effectively, both verbal and written, in the English language
• Attention to detail
• Ability to problem solve effectively
• Ability to follow policies and procedures, basic math skills
• Motivated self-starter with great attitude, flexibility, and entrepreneurial spirit
• Able to work under pressure to prioritize and manage workload, manage simultaneous tasks and meet deadlines within a fast paced and changing environment

Why work at Valor

• You want a career in pharmacy or compounding
• You want to help patients and physicians learn about alternative medications
• You are looking for opportunities for growth and promotions
• You love learning new skills and are open to feedback to improve your work product
• You believe in and can demonstrate our core values
• You value having a 15-minute weekly check-in reviewed by your manager and yearly performance reviews to ensure clarity of job expectations and growth
• You are comfortable with fast-paced, dynamic, and growing pharmacy business in the heart of Berkeley, CA
• Full-time employees are eligible for company benefits including medical, dental, vision, wellness benefits and much more. 401k retirement plan plus company safe harbor match program

Valor’s pay band range for this position is $22 to $28 per hour. This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Valor’s total compensation package for employees. Your total rewards package at Valor will include employer contributions for employee premiums of medical, dental, and vision coverage, long-term disability, life and accidental death and dismemberment insurance, 401(k) retirement plan with safe harbor match and profit sharing plan, monthly catered employee celebrations lunch, PTO and Holiday pay policy, and other benefits.

The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This document does not reflect all job duties or requirements for every position. Requirements build as one progresses through the job levels, so any job duties required at a lower level may be required at the higher level in addition to the duties listed for that higher level. Duties, assignments, and other responsibilities may differ for similar positions based on business conditions, departmental or geographic location, and/or needs for the particular position. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position. Completion of certain milestones such as obtaining an advanced degree or certification, time in current position, or developing skills to perform at the higher-level role do not guarantee a promotion.

Valor Compounding Pharmacy, Inc. is an At-Will and EEO employer. We have a diverse group of hardworking people who thrive in dynamic environments. In 2020, Valor was ranked in Inc. 5000's Fastest Growing Private Companies, awarded by the San Francisco Business Times Leadership Trust, and accredited by the Pharmacy Compounding Accreditation Board (PCAB). We are a multi-state licensed 503A sterile and non-sterile compounding pharmacy. We pride ourselves on our innovation, data driven decision making, and quality in patient care, medications, and experience.

We adhere to the California Consumer Privacy Act (CCPA). For information about our privacy policy, please visit our Privacy Notice.