Customer Service Representative

Akina Pharmacy is a people-first organization dedicated to enriching lives through compounded medications. The Customer Service Representative (CSR) plays a crucial role in delivering exceptional service to patients, providers, and healthcare partners by managing communications and ensuring a seamless workflow of prescription orders.

Responsibilities:

• Build and maintain positive relationships with patients and providers, going above and beyond in customer service to handle inquiries, cancellations, and confirmations with a compassionate and service-oriented approach
• Efficiently manage a high volume of inbound and outbound communications, including calls and live chat, to confirm orders, schedule deliveries, and address any concerns or questions from patients and providers, ensuring effective and empathetic communication
• Oversee the order workflow from initiation to completion, maintaining high productivity levels and ensuring all patient requests are handled efficiently. This involves real-time transcription of detailed notes, timely follow-ups, and appropriately routing escalated calls according to established workflows
• Achieve defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, chat requests handled, and order transactions completed, while maintaining an exceptional patient-satisfaction rating and adhering to service, productivity, and quality objectives
• Effectively resolve customer issues, often working collaboratively with pharmacists and pharmacy technicians to deliver customer-centric solutions

Requirements:

• Minimum of 1-2 years of experience in a customer service role, preferably in a call center or healthcare setting
• Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically
• Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment
• Proficient in using customer relationship management (CRM) systems, phone systems, and Microsoft Office applications (e.g., Word, Excel, Outlook)