Department: Customer Service and Pharmacy Operations Reports To: Customer Success Leadership and Pharmacist In Charge Job Summary MISTR and AdvanceCare Pharmacy are dedicated to serving the LGBTQ+ community by providing resources and culturally competent care to a diverse patient population, including individuals living with HIV, those at risk for STDs/STIs, members of the LGBTQ+ community, communities of color, and individuals from low socioeconomic backgrounds. The Customer Success Representative plays a crucial role in our Pharmacy and Customer Success team, delivering outstanding service and ensuring a seamless experience for both in-person and call center customers. As the initial point of contact for patients visiting our clinic, you will be responsible for understanding the needs of customers and providers, efficiently resolving inquiries, and enhancing overall satisfaction and retention. In this dynamic position, you will engage with patients face-to-face and over the phone, assisting the call center team in addressing questions, directing inquiries, and troubleshooting issues. Your empathetic, solution-focused approach will help foster positive relationships and support the patient journey from initial contact to resolution. To excel in this role, you will need strong communication skills, the ability to maintain strict confidentiality, meticulous attention to detail, and a steadfast commitment to a customer-first mindset. Depending on organizational needs, this position may be aligned with either the Customer Support or Pharmacy Assistance team, highlighting your versatility and adaptability in meeting the demands of our service-oriented environment. Key Responsibilities

• Welcome and assist patients and visitors at the pharmacy, providing exceptional front-desk support and directing them to the appropriate team or service based on their needs.
• Undertake in-store reception duties as locations expand, including managing walk-ins, facilitating check-ins, scheduling follow up appointments and directing patients efficiently.
• Act as the primary point of contact for customer and provider inquiries via phone, email, Mistr Dashboard, chat, and other communication channels, ensuring prompt and professional support.
• Guide customers and providers in navigating services and systems, offering clear explanations, educational resources, and effective problem resolution.
• Troubleshoot, analyze, and resolve customer issues by asking targeted questions through messaging, phone (Call Center), or other communication methods, escalating matters as needed after exhausting all troubleshooting options.
• Accurately document all customer and provider interactions in the CRM or support systems to maintain comprehensive records.
• Identify recurring issues and propose actionable improvements to enhance service quality and customer experience.
• Collaborate with cross-functional teams, including Customer Support, Pharmacy Assistance, Operations, and other departments, to facilitate effective case resolution.
• Respond constructively to feedback and actively contribute to a culture of continuous improvement within the team and organization.
• Participate in team meetings and support departmental engagement activities to foster collaboration and team spirit.
• Meet or exceed established performance metrics, demonstrating commitment to excellence in service delivery.
• Undertake additional tasks as assigned by your direct leader to support team objectives and operational needs.

Required Qualifications

• Education: High school diploma or equivalent, paired with relevant customer support experience that demonstrates a commitment to customer satisfaction.
• Experience: A minimum of 2 years of customer service or call center experience, showcasing your ability to handle inquiries and resolve issues effectively.
• Communication Skills: Excellent written and verbal communication skills in English, essential for clear and professional interactions with customers and team members.
• Confidentiality: High level of discretion and professionalism in handling confidential customer information and sensitive business matters.
• Technical Proficiency: Familiarity with CRM tools, ticketing systems, and common business platforms, enabling efficient management of customer interactions and support tickets.
• Attention to Detail: Strong analytical and organizational skills, with a keen eye for detail that ensures accuracy in documentation and problem resolution.
• Multitasking Ability: Proven ability to multitask and prioritize effectively in a fast-paced environment, maintaining composure and efficiency during busy periods.
• Customer-Centric Approach: A professional, empathetic demeanor that reflects a strong commitment to providing exceptional service and support to customers.

Preferred Qualifications

• Educational Background: Associate degree in Business, Healthcare Administration, or a related field, providing a solid foundation in relevant principles and practices.
• Industry Experience: Previous experience in a pharmacy, healthcare, or regulatory environment, enhancing your understanding of industry-specific customer needs and regulations.
• Regulatory Familiarity: Knowledge of HIPAA regulations and patient privacy compliance, ensuring adherence to legal standards in all interactions.
• Language Skills: Bilingual proficiency in English and Spanish is preferred, allowing for effective communication with a diverse range of patients.
• Flexible Work Experience: Experience working in a remote or hybrid setting, demonstrating adaptability and proficiency in utilizing technology for effective communication and collaboration.

Work Environment & Schedule

• This position is based in a retail pharmacy setting, with initial locations in Los Angeles, Dallas, New York, and Fort Lauderdale, offering dynamic opportunities to engage with a diverse customer base.
• The standard work schedule is Monday to Saturday, featuring 8-hour shifts that may fall between 8:00 AM and 8:00 PM EST, ensuring coverage during peak customer hours.
• Flexibility is required, as occasional weekend or holiday shifts may be necessary to meet business needs and ensure comprehensive support for our customers.
• This work environment fosters a collaborative and customer-centric atmosphere, making it an ideal setting for those dedicated to enhancing the healthcare experience for patients.

Physical Requirements Below are some common physical requirements for this role:

• Prolonged Sitting and Standing: The role may require long periods of sitting while working at a desk or standing while assisting customers or managing front-desk tasks.
• Mobility: Ability to move around the pharmacy or clinic efficiently, including walking to assist customers or retrieve items as needed.
• Manual Dexterity: Proficient use of hands and fingers for typing on a computer, handling documents, operating a phone, and using other office equipment (e.g., cash register, printer).
• Reaching and Grasping: Ability to reach for items on shelves or cabinets, as well as grasp and handle various tools and materials relevant to front-desk operations.
• Vision: Clear vision for reading computer screens, labels, patient information, and other documents, along with the ability to discern colors for accurate medication identification.
• Hearing: Adequate hearing ability to understand customers in person and on the phone, as well as to communicate effectively with team members and patients.
• Lifting: Ability to occasionally lift and carry items weighing up to 15 pounds (e.g., boxes of office supplies or pharmacy products).
• Bending and Squatting: Ability to bend or squat occasionally to retrieve items from lower shelves or storage areas.
• Handling Stressful Situations: Ability to remain calm and composed during busy periods or when dealing with difficult customers, which may require quick physical responses.
• Adaptability: Capability to adjust to various tasks and environments as needed, including shifting between in-person interactions and administrative duties.