Pharmacy Technician - Customer Care

Valor Compounding Pharmacy • Berkeley, CA

20h

About The Position

The Pharmacy Technician - Customer Care works in the front-end department and is responsible for typing prescriptions, answering incoming phone calls, completing Zendesk tickets, and providing excellent customer service. The role supports patients and doctors’ offices by responding to inquiries, completing patient intakes, processing new prescriptions and refills, and checking order statuses. It collaborates with pharmacists, data entry staff, compounding technicians, and shipping personnel to fulfill orders efficiently, and performs other technician duties as assigned by supervising pharmacists or leads. This is a full-time position reporting to the Customer Care Manager.

Requirements

• High school diploma or GED.
• At least 1 year of pharmacy technician experience or 2–3 years of customer service experience; pharmacy or healthcare customer service experience is preferred.
• Type at least 60 words per minute.
• Pass a drug screen, background check, and pre-employment verification process.
• Read, understand, and comply with HIPAA.
• Be proficient in California pharmacy law pertaining to pharmacy technicians.
• Communicate clearly and concisely, verbally and in writing, in English.
• Demonstrate strong organizational and interpersonal skills, attention to detail, and effective problem-solving.
• Remain calm and positive under stress; multitask, prioritize workload, manage simultaneous tasks, and meet deadlines in a fast-paced, changing environment.
• Follow policies and procedures and demonstrate basic math skills.
• Work effectively with technology, including PK Pharmacy Software, Zendesk, Guru, Outlook, and a credit card system.
• Demonstrate customer service, teamwork, flexibility, and a self-starting attitude.

Nice To Haves

• Current pharmacy technician license in good standing with the California Board of Pharmacy.
• Two years of experience with pharmacy software or other retail database systems.
• Experience with customer service and a multi-line phone system.
• Familiarity with drug terminology.
• Ability to read conversational tone and cadence to assess customer satisfaction.
• Ability to perceive, understand, harness, and manage emotions.
• Ability to build on conversations quickly and build relationships.
• Leadership skills and an entrepreneurial spirit.

Responsibilities

• Answer incoming calls from patients and doctors’ offices.
• Enter information accurately and search appropriate database systems to respond to inquiries, complete patient intakes, type new prescriptions, process refills, and check order statuses.
• Collect information and create accurate, detailed Zendesk tickets for escalated calls when needed.
• Use professional and genuine phone etiquette when answering calls, placing callers on hold, transferring calls, and taking messages.
• Use technology and information resources to pursue first-call resolution for customers.
• Follow guidelines to provide consistent service and answers.
• Apply critical thinking and problem-solving skills to assist customers.
• Collaborate with pharmacists, data entry staff, compounding technicians, and shipping personnel to fulfill orders efficiently.
• Perform other technician duties as assigned by supervising pharmacists or leads.
• Assist with duties necessary to ensure the functionality of the business.

Benefits

• Medical, dental, and vision coverage, with employer contributions toward employee premiums.
• Wellness benefits.
• Long-term disability insurance.
• Life and accidental death and dismemberment insurance.
• 401(k) retirement plan with a safe harbor match.
• Profit-sharing plan.
• Monthly catered employee celebrations lunch.
• PTO and holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED