What are the responsibilities and job description for the Customer Service Specialist/Personalized Medicine, Uncompromising Standards position at Koshland Pharm: Custom Compounding Pharmacy?
If you want to learn and be challenged as you provide premium, high-quality, custom-made medications in an office environment, this job might be for you. Our team of 40 work in our downtown San Francisco SOMA lab compounding special medications that aren’t available at regular pharmacies. Our highly trained technicians make the medications right here. Your job is to deliver high-quality, concierge-level services to our patients and doctors.
Your schedule is 9:30am-6pm, and you work on-site in our downtown San Francisco facility, Monday through Friday.
High-quality service means that you’re being trained all the time so you fully understand the therapies we provide and can act as a resource for patients when they have questions. Your focus is how much you can help, not how many patients per hour you can deal with. Quality over quantity. We’re a premium medical resource. And you’re surrounded with highly trained colleagues, including your immediate team of six people, five pharmacists, and our Founder Peter Koshland, a graduate of UCSF School of Pharmacy, who started our independent and specialized compounding pharmacy in 2009. Hear from Peter about how our pharmacy serves as a key resource for patients' health and healing (https://vimeo.com/463353220).
Check out our video (https://vimeo.com/466294344) that shows our facilities. The lab is top grade. Your offices are in the next room. Nearly all your work is done by phone or e-mail, and most of our prescriptions are mailed out. Most patients are very grateful that they finally found the right prescription for them, and you’ll have a hand in making their experience seamless. Of course, there is the occasional demanding customer, but you’re almost never face to face.
Prior to working here, one of your teammates was a certified nurse assistant and loved the patient interaction but not the inconsistent hours and taking laps on the hospital floor. She loves working here because she interacts with patients all the time and solves their problems, but from the comfort of a chair and with regular hours. Another team member came from a retail pharmacy, but it was very routine, had constant pressure, and was more clerk-like than healthcare-like. Now she loves learning alongside pharmacists about cutting-edge therapies and helping patients solve problems.
We are willing and eager to teach you what you need to know. While a background as a pharmacy technician is helpful, a pharmacy technician license is not required. You do need a strong interest to learn in the healthcare field; exceptional communication skills; an ability to work under time pressure; a track record of dependability; and outstanding attention to detail. Both extroverts and introverts can thrive in this role. Feeling satisfied and rewarded by patient-centered work in a supportive team environment is what awaits.
Apply if this sounds interesting to you. In our interview, we’ll figure out together if it’s a right fit for each of us.
Position Qualifications
Communication: Demonstrated and exceptional communication skills, including over the phone, in person, and through e-mail. Excellent listening skills.
Experience: Pharmacy technician experience helpful but not required. At least one year of attentive and responsive customer service experience required. Extended work experience (3 or more years) for the same company preferred.
Education: A California pharmacy technician license or a Bachelor's Degree.
Skills and Abilities:
- Strong dependability through good attendance, punctuality, and professional standards
- Detail oriented
- Good time management skills
- Hands-on team player
- Effective communicator
- Problem solving and critical thinking skills
- Superb customer service skills displaying care, empathy, and professionalism
- Ability to exercise discernment when to escalate things to management
Position duties
The customer experience specialist's duties include:
- Supporting Koshland Pharm's mission of improving the health and well-being of patients by providing patients with high-quality, customized medications and personalized care.
- Calling new patients; creating their patient profile; answering any questions they may have about getting a compounded medication; connecting patients with pharmacists for medication consultation; using a pricing schedule to communicate price of medications to patients.
- Processing compounded prescription refill requests; inputting new orders; and managing new order queue in pharmacy software system.
- Answering a high volume of calls within a busy pharmacy environment with exceptional customer service.
- Transferring clinically-related questions from patients and doctors to pharmacists.
- Proactively finding solutions when challenges arise that address patients' needs and that take into account pharmacy operational demands.
- Actively participating in on-going all pharmacy team meetings.
- Communicating openly and respectfully with fellow staff members and supervisors to ensure smooth and efficient pharmacy operations.
- Consistently and actively looking for ways to help co-workers achieve success with their jobs, thereby contributing to team goals.
- Being a dependable member of the pharmacy processing team and the overall pharmacy team as reflected by reliable attendance, punctual arrival, and a commitment to team accountability.