Operations & Customer Support Associate, Pharmacy

Operations & Customer Support Associate, Pharmacy @ Midi Health: 👩‍⚕️💻

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.

This job is “HOT”:  🔥 

• Play a critical role building out our pharmacy and e-commerce business which is a big growth area for Midi
• You get to Build something from the ground up
• Thrive in a start up environment, learn new things and take on new challenges

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 and non-prescription products.
• 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: 🌱

• 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

The interview process will include: 📚 

1. Recruiter Screen (30 min) 
2. Hiring Manager Screen (30 min)
3. Final Team Interviews (2 hours)

The Salary range for this role is $55,000-60,000 depending on experience and location.

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Midi Health is a diverse organization. We encourage applications regardless of color, religion, gender, sexual orientation, gender identity or expression, age, nationality, marital status, disability, and veteran status.