Digital Customer Service Representative

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Akina Pharmacy

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare • Healthcare Insurance • Pharmaceuticals

Akina Pharmacy is a nationally accredited specialty compounding pharmacy dedicated to enriching lives by providing healthcare practitioners and patients with expertly compounded sterile and non-sterile medications. The pharmacy emphasizes service excellence and is committed to meeting the highest industry standards for quality and safety, as evidenced by their accreditations from the Accreditation Commission for Health Care (ACHC) and the Pharmacy Compounding Accreditation Board (PCAB). With a focus on compassionate care and precision, Akina Pharmacy builds trust and relationships with both patients and healthcare providers, ensuring individualized and effective service.

📋 Description

• Provide prompt, professional, and compassionate responses via email, live chat, social media, and company websites • Personalize interactions to build trust with patients and providers • Meet response-time goals for chat, email, and online reviews • Ensure accurate, HIPAA-compliant, solution-oriented responses • Troubleshoot and resolve customer concerns • Collaborate with customer service representatives, pharmacists, and pharmacy technicians on complex issues • Identify recurring inquiries and recommend process improvements • Monitor, manage, and respond to online reviews • Track customer sentiment and recurring feedback trends • Review chatbot interactions and identify gaps in AI responses • Recommend improvements to chatbot accuracy, efficiency, and customer satisfaction • Update and refine the customer service knowledge base • Test and optimize chatbot responses with internal teams • Coordinate 50–60 chat interactions per day • Answer 50–60 inbound email requests per day • Manage 5–10 review responses per week

🎯 Requirements

• Minimum 1–2 years of experience in a customer service role, preferably in a digital call center or healthcare setting • Exceptional verbal and written communication skills • Ability to handle high-volume inbound and outbound communications professionally and empathetically • Ability to handle multiple inquiries simultaneously across different digital channels • Proven ability to accurately document and manage detailed customer and patient information while multitasking • Proficiency in CRM systems, chat systems, and Microsoft Office applications including Word, Excel, and Outlook • AI experience with tools such as ChatGPT, OpenAI, or DataAnnotationTech preferred • Ability to meet response-time goals: chat under 1 minute, email under 30 minutes, online reviews under 24 hours • Ability to provide accurate, HIPAA-compliant responses • Legal authorization to work in the United States • Quiet, dedicated workspace and reliable high-speed internet if remote work is required

🏖️ Benefits

• Comprehensive Medical, Dental, and Vision Options • Three medical plans tailored to your needs • Dental and vision coverage for you and your family • Paid time off (vacation and sick time) • Eight scheduled paid holidays • 401K dollar-for-dollar match up to 4% • Rewards & Recognition Program • Training to help team members succeed • Performance recognition and rewards