Customer Service Representative - Akina Pharmancy

The Customer Service Representative (CSR) is a vital member of the Akina Pharmacy team, dedicated to delivering exceptional service to patients, providers, and healthcare partners. As the first point of contact, the CSR ensures inquiries, order confirmations, and issue resolutions are handled promptly, professionally, and with empathy, always striving to enhance the customer experience.

This role involves managing a high volume of inbound and outbound communications, accurately documenting customer and patient information, and supporting the seamless workflow of prescription orders. Success in this position requires excellent communication skills, attention to detail, and the ability to meet performance metrics such as call quality, average handle time, and first-call resolution rates.

At Akina Pharmacy, we value individuals who embody our core identity values of Excellence Always, Go-Getter’s Unite, Compassion For All, and Called To Serve. If you thrive in a fast-paced, goal-driven environment and are passionate about providing outstanding customer service in the healthcare industry, this is the role for you.

Job Overview

• Job Types: Part-time, Full-time

• Work Setting: Work from home

• Location: Remote (Global)

• Salary: (USD) $17 - $20 an hour

• Employer: Akina Pharmacy

Responsibilities

• Customer Relationship Management:
  • 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.
• Communication and Support:
  • 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.
• Order Management and Workflow Efficiency:
  • 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.
• Performance Metrics and Quality Assurance:
  • 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.
• Resolve customer issues and requests:
  • Effectively resolve customer issues, often working collaboratively with pharmacists and pharmacy technicians to deliver customer-centric solutions.

Requirements

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

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