Customer Service Representative

Akina Pharmacy • Sterling, VA

3d • $17 - $22 • Onsite

About The Position

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. You will love it here if you are motivated by Akina’s Core Identity Values: Excellence Always, Go-Getter’s Unite, Compassion For All, Called To Serve. You’ll have success here if you value clear processes and get, want, and have capacity to do the following things: 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. We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers: Place outbound calls (50-60 per day), Answer inbound calls (50-60 per day), Document patient and provider demographics (100-120 per day). If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded. Our company runs on EOS purely. That means as a member of this team, you will have a leader who: Gives clear directions and expectations, Makes sure you have the necessary tools, Delegates appropriately, Has effective meetings, Meets one-on-one with you quarterly or more, if needed, Rewards and recognizes your performance.

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).

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.
• Place outbound calls (50-60 per day)
• Answer inbound calls (50-60 per day)
• Document patient and provider demographics (100-120 per day)

Benefits

• Two medical plan options with employer premium contributions up to 85%
• Dental and vision coverage
• Accident and hospital indemnity
• Company paid long term and short-term disability options, available after 30 days of employment.
• Generous paid time off
• Six scheduled paid holidays
• 401K plan with a Safe Harbor match up to 4%
• Rewards and recognition program
• Employees are eligible to receive prescribed compounded medications at no cost, after 30 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed