Pharmacy Technician - Clinic Support Representative
Empower Pharmacy
Houston, TX Posted 2/1/2021 Full Time Customer Service, Healthcare

Position Summary

Clinic Support Representatives (CSR) are the front-line support for clinic customers and ensure that customer inquiries are addressed in a timely manner. CSR also provide product information, answer product and order related questions, assist in prescription clarification, and escalate inquires as needed.


Duties and Responsibilities

  • Maintains a positive, empathetic, and professional attitude toward customers
  • Responds promptly to customer inquiries
  • Acts as main point of contact for clinic customers for any post sale transactions
  • Proactively contacts customers with questions, issues, or clarifications needed on prescriptions
  • Communicates with customers through various channels
  • Acknowledges and participates in the resolution of customer complaints, escalating as needed
  • Follows and keeps up to date on regulatory and state requirements
  • Keeps accurate records of customer interactions, transactions, comments, and complaints
  • Assists in shipment tracking of prescription and office use orders
  • Identifies possible up selling opportunities for hand off to the sales team
  • Identifies re-occurring customer issues for escalation to Account Management team
  • Follows defined follow up cadence and adheres to daily/weekly key performance indicators (KPI)


Knowledge and Skills

  • Must be able to maintain above average attendance and punctuality
  • Ability to interact effectively with diverse client groups, physicians, and other departments via phone and email
  • Willingness to work collaboratively and ability to demonstrate effective teamwork
  • Ability to work independently to manage work tasks effectively
  • Must be detail oriented and possess high level of accuracy
  • Excellent verbal and written communication skills
  • Ability to adapt to changing responsibilities while coordinating multiple job tasks
  • Ability to prioritize work and meet deadlines
  • Must be self-starter and results-driven
  • Must possess problem solving and analytical skills
  • Sensitivity to confidential documents and information
  • Possesses integrity and honesty- department responsible for management of sales rep reporting in which protocol must be diligently followed
  • Proficiency in Microsoft Excel, Word, CRM 


Experience and Qualifications

  • College education preferred but not required; preferred in a science related field
  • Registrations with the Texas State Board of Pharmacy as either a Technician Trainee or Technician required
  • Medical or pharmacy background preferred but not required
  • 2+ years of customer service preferred but not required


Benefits

  • Health/Dentaal/Vision
  • Flexible Spending Account (FSA) or Health Savings Accounts (HSA)
  • 401(k) with company matching, no vesting period
  • Paid holidays  (8 days)
  • Paid Vacation  (10 days)
JOB REQUIREMENTS:
  • College education preferred but not required; preferred in a science related field
  • Registrations with the Texas State Board of Pharmacy as either a Technician Trainee or Technician required
  • Medical or pharmacy background preferred but not required
  • 2+ years of customer service preferred but not required
LOCATION:
200 Westlake Park Blvd Ste. 1800
Houston, TX 77079
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