Customer Service Representative (CSR)

Company Overview

At Akina Pharmacy, the shared purpose that drives us is to enrich the lives of the people in our care through compounded medications. As a people-first organization, we embrace the Entrepreneurial Operating System (EOS) to ensure our success by prioritizing the recruitment and development of exceptional talent.

Joining Akina means stepping into an environment where clear communication, pragmatic decision-making, and accountability are at the forefront. We are committed to empowering our team members and fostering a culture of growth and support. If you are driven by a passion for making a meaningful impact and seek a vibrant, compassionate workplace, we invite you to discover the opportunities awaiting you at Akina Pharmacy. Together, let's build a healthier, happier community.

Position Summary

The Customer Service Representative (CSR) is a vital member of the Akina Pharmacy team, dedicated to delivering exceptional service to patients, providers, and healthcare partners. As the first point of contact, the CSR ensures inquiries, order confirmations, and issue resolutions are handled promptly, professionally, and with empathy, always striving to enhance the customer experience.

This role involves managing a high volume of inbound and outbound communications, accurately documenting customer and patient information, and supporting the seamless workflow of prescription orders. Success in this position requires excellent communication skills, attention to detail, and the ability to meet performance metrics such as call quality, average handle time, and first-call resolution rates.

At Akina Pharmacy, we value individuals who embody our core identity values of Excellence Always, Go-Getter’s Unite, Compassion For All, and Called To Serve. If you thrive in a fast-paced, goal-driven environment and are passionate about providing outstanding customer service in the healthcare industry, this is the role for you.

You will love it here if you are motivated by Akina’s Core Identity Values:

• Excellence Always 
• Go-Getter’s Unite
• Compassion For All
• Called To Serve

You’ll have success here if you value clear processes and get, want, and have capacity to do the following things:

• Customer Relationship Management: Build and maintain positive relationships with patients and providers, going above and beyond in customer service to handle inquiries, cancellations, and confirmations with a compassionate and service-oriented approach.
• Communication and Support: Efficiently manage a high volume of inbound and outbound communications, including calls, emails, and live chat, to confirm orders, schedule deliveries, and address any concerns or questions from patients and providers, ensuring effective and empathetic communication.
• Order Management and Workflow Efficiency: Oversee the order workflow from initiation to completion, maintaining high productivity levels and ensuring all patient requests are handled efficiently. This involves real-time transcription of detailed notes, timely follow-ups, and triage the escalation of calls as needed.
• Performance Metrics and Quality Assurance: Achieve defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, emails/chat requests handled, and order transactions completed, while maintaining an exceptional patient-satisfaction rating and adhering to service, productivity, and quality objectives.
• Resolve customer issues and requests: Effectively resolve customer issues, often working collaboratively with pharmacists and pharmacy technicians to deliver customer-centric solutions. 

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers:

• Place outbound calls (50-60 per day)
• Answer inbound calls (50-60 per day)
• Document patient and provider demographics (100-120 per day)

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded. 

Our company runs on EOS purely. That means as a member of this team, you will have a leader who:

• Gives clear directions and expectations
• Makes sure you have the necessary tools
• Delegates appropriately
• Has effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

Experience and Qualifications

• Customer Service Experience:
  • Minimum of 1-2 years of experience in a customer service role, preferably in a call center or healthcare setting.
• Strong Communication Skills:
  • Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically.
• Detail-Oriented and Organized:
  • Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment.
• Technical Proficiency:
  • Proficient in using customer relationship management (CRM) systems, phone systems, and Microsoft Office applications (e.g., Word, Excel, Outlook).

Benefits & Perks

• Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
• Paid time off (vacation and sick time): Take advantage of generous paid time off to recharge, focus on personal priorities, and maintain a healthy work-life balance.
• Paid Holidays (8 scheduled): Enjoy eight scheduled paid holidays to celebrate and spend quality time with loved ones.
• 401K Dollar-for-Dollar Up to 4%:  Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
• Rewards & Recognition Program: Be celebrated for your hard work and achievements through our dedicated rewards and recognition program.