Operations & Customer Support Associate, Pharmacy

Operations & Customer Support Associate, Pharmacy: 💊📋

📍 Remote, US-Based

Reports to: Operations Manager, E-Commerce 

The Operations & Customer Support Associate, Pharmacy will play a key role in ensuring the seamless operation of our pharmacy services. This position will focus on providing exceptional customer service, monitoring pharmacy operations, and addressing any issues related to order fulfillment. The ideal candidate will have a strong interest or background in operations, with a passion for improving the patient experience. 

You will work closely with patients, pharmacies, and the medical team, helping to solve problems and ensure orders are processed and shipped in a timely fashion. This role reports to the Director of Pharmacy E-Commerce.

Business impact: 📈

• Patient Interaction: Serve as the primary point of contact for patients with questions or concerns regarding pharmacy orders, ensuring timely and compassionate resolution of issues.
• Pharmacy Coordination: Work closely with pharmacy partners to ensure accurate order processing and timely fulfillment of prescriptions.
• Operational Monitoring: Track and monitor pharmacy operations, ensuring that orders are being fulfilled within expected timelines and identifying any potential delays.
• Issue Resolution: Collaborate with the pharmacy and medical team to quickly resolve order discrepancies, prescription issues, and other operational challenges.
• Customer Service: Deliver outstanding customer service through phone, email, and Athena messaging, ensuring that patients receive prompt, accurate, and helpful responses to their inquiries.
• Process Improvement: Identify and suggest opportunities for improving operational processes related to pharmacy order fulfillment and customer interaction.
• Documentation & Reporting: Maintain clear records of all patient interactions, issues, and resolutions, providing regular reports to the Director of Pharmacy E-Commerce on performance and potential areas of improvement.

What you will need to succeed: 🌱

• Education: Bachelor’s degree or equivalent experience in healthcare, business, operations, or a related field.
• Experience: 1-3 years of experience in a customer service or operational role. Experience in a healthcare or e-commerce setting is a plus.
• Customer Service Skills: Strong communication and problem-solving skills, with a passion for helping patients and ensuring their needs are met.
• Operational Interest: A background or strong interest in operations, with the ability to monitor processes and ensure timely completion of tasks.
• Detail-Oriented: Strong attention to detail, ensuring that all issues are followed up and resolved accurately.
• Tech-Savvy: Comfortable with using customer service platforms (Zendesk), EHR (Athena), and spreadsheets for tracking orders and interactions. Comfort with Shopify a plus.
• Team Player: Ability to collaborate effectively with internal teams (pharmacy, medical, and e-commerce) and external partners.

What we offer: 💼 ✨

• The compensation range for this role is $50,000 - $65,000 annually, plus equity
• Desirable benefits package, including:
• Health, dental and vision
• Paid holidays
• Flexible time off

✨ Why Join Us?

We’re on a mission to transform care for women in midlife. If you’re excited to help us build a best-in-class team while working with smart, purpose-driven people, we’d love to talk.

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