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Patient Care Liaison (Certified Pharmacy Technician) - Remote

Cabinet Health

Cabinet Health

United States
Posted on Monday, April 8, 2024
Patient Care Liaison / Certified Pharmacy Technician, Virtual - Cabinet Health Job Description

At Cabinet, we've been taking the healthcare industry by storm and have launched the world's first sustainable, fully compostable, refillable prescription medicine system. We're on a mission to eliminate single-use plastic in medicine and are looking for a Certified Pharmacy Technician to serve our customers and spread our mission.

About The Job

Cabinet's mission is to create the world's most sustainable healthcare company by creating high-quality healthcare products in iconic, sustainable packaging. The Cabinet Rx Team is at the forefront of helping our customers transition to this more sustainable way of engaging with OTC and Rx medications.

Our Cabinet Rx Team interacts with customer’s medication requests and supports the maintenance of refills and renewals. Our team is responsible for assisting customers getting started on the service, answering questions, supporting ongoing Rx maintenance, and most critically, helping our customers implement sustainable medications into their everyday routines. The schedule for the role is Monday - Friday 10:00 AM - 6:30 PM (ET).

The Role

As a Certified Pharmacy Technician, you will play an essential role in empowering our customers to achieve better overall wellness and sustainability. This position is fully remote and you'll be working from home virtually, ranging from $18.00 - $21.50 per hour, depending on experience and location. We are in the process of building and elevating medication sustainability, which means you will be partnering directly with seasoned Pharmacists and Customer Experience (CX) experts to build the future of the Cabinet Rx Team.

Our team moves fast, has unrelenting tenacity, and a strong bias for action. We strive to be highly collaborative, working cross-functionally to support the CX and in fulfillment of our mission. The right candidate is someone who is passionate about sustainability, the pharmacy industry, and an experienced customer advocate, who prides themself on managing the lifecycle of their experience. They must be capable of sorting through competing priorities, championing best practices, executing with precision, and succeeding in a complex and fast paced environment. Successful team members act with high levels of internal transparency and ownership of responsibilities ensuring seamless operations of patient care.

Key Job Responsibilities

  • Enhanced Customer Engagement and Support: Takes an active role in engaging with the customer experience (CX) team and new customers, focusing on refining the team's customer interaction skills to enhance the onboarding experience. This includes ensuring customers are fully informed about Cabinet Rx’s platform and services, and providing consistent support for their prescription needs.
  • Proactive Issue Resolution: Demonstrates a proactive approach in identifying and resolving customer issues to maintain a seamless and positive experience. Takes ownership of issues from initiation to resolution, showcasing the ability to manage and resolve challenges independently or by collaborating effectively with the team.
  • Streamlined Communication Coordination: Ensures efficient communication management by handling inbound and outbound communications that do not require direct intervention from a clinical pharmacist. Coordinates effectively with the Patient Care Lead, Lead Pharmacist, and team members to engage the Partner Pharmacy swiftly for all clinical inquiries, guaranteeing timely responses to customers.
  • Workflow Optimization: Collaborates with team members to streamline and maintain an efficient workflow, ensuring that customer service level agreements are met and all interactions are documented thoroughly. This responsibility is pivotal in maintaining Cabinet Rx’s operational excellence.
  • Prompt Medication Services: Specializes in processing medication requests with promptness and precision, striking the perfect balance between building strong customer relationships and adhering to service speed and safety standards.
  • Collaborative Partnership with Pharmacies: Works closely with the Partner Pharmacy to address any urgent or time-sensitive customer needs, ensuring a unified and efficient service delivery. This collaboration is crucial for meeting customer expectations and service continuity.
  • Adherence to Policies and Professional Development: Maintains strict compliance with all Cabinet Rx policies and procedures, contributing to the high standards of service.
  • Commitment to Continuous Improvement: Embraces continuous learning, staying abreast of the latest trends and best practices in the virtual pharmacy domain. This commitment ensures that Cabinet Rx leads in service excellence and innovation in sustainable healthcare solutions.
  • Policy Adherence: Strictly adheres to all Cabinet Rx policies and procedures, ensuring compliance and maintaining the company's standards of service.
  • Professional Relationships: Maintains respectful and professional relationships with coworkers, fostering a collaborative and harmonious work environment.
  • Certification Maintenance: Ensures the continuous validity of PTCB/ExCPT certification by participating in designated training programs and meeting all state-required certification/registration criteria.
  • Continuous Learning: Stays updated with the latest trends and best practices in the virtual pharmacy domain, ensuring Cabinet Rx remains at the forefront of service excellence.

Skills And Requirements

  • Ability to work independently and reliably in a remote setting, a computer, and a quiet workspace
  • Minimum of 3 years of experience as a Certified Pharmacy Technician in a customer-facing role
  • Excellent communication and problem-solving skills, with a strong focus on customer service
  • Knowledge of pharmacy rules and regulations
  • Top tier writing and communication skills

Your Personal And Professional Values

  • Highly motivated by Cabinet’s mission: to eliminate single-use plastic in medicine - making getting better, better through healthcare that is more sustainable, higher quality, and personal
  • Trustworthy: dependable, prepared, and authentic
  • Care-centric: care is at the center of everything we do, starting with care for ourselves, our team, and our communities. It goes beyond the medicines we sell.
  • Growth-minded, growth-driven: progress over perfection is key for our company, our team, and our own personal development. We are looking for someone who is equipped to both relish in obstacles and excel in growth momentum.

Bonus points for…

  • Experience working with start-ups
  • Interest in sustainability

Other Perks

  • Health, Dental, Vision Insurance (100% coverage of 'gold' tier plan for health, 50% coverage for dependents/spouses)
  • Flexible PTO Policy and generous holiday schedule
  • Cabinet 401(k), with 100% match up to 3% of earnings
  • 3 months paid parental leave program
  • Stipend towards cell phone/internet for work from home
  • Stipend towards home office set up
  • Company sponsored development and wellness programs (One Medical, Talkspace, Health Advocate, Kindbody Fertility)
  • Summer Fridays - company office hours are closed after 2pm on Fridays during period between Memorial to Labor Day

About Cabinet

Cabinet began with a deep curiosity about how medicine was made and more importantly, how to improve it. Built on top of a supply chain with 3 generations of medicine manufacturing expertise, we’ve set out to provide high quality and fairly priced health essentials -- but we’re not stopping there. Our mission is to build the world’s most human and earth centric healthcare company. We offer batch-level tested and quality certified products, and are creating an innovative platform to provide content and care beyond a pill; one that’s also focused on the elimination of pharmaceutical packaging and pill waste. We hope you will join us on this journey.

Alongside cabinethealth.com , we retail with Amazon, Grove Collaborative, Walmart.com and national physical retail chains. Our investors are predominantly healthcare and consumer founders and operators, with institutional investment from SoGal Ventures, Global Impact Fund, and Techstars - all of whom prioritize societal and environmental impact alongside financial success. Our team has diverse experience in the top consumer startups and healthcare worlds. Cabinet Health’s headquarters are based in New York City but our team is set up to operate remotely (we meet quarterly in-person a team.)