Job Information
Akina Pharmacy Akina Pharmacy Customer Service Representative in Sterling, Virginia
Akina Pharmacy Customer Service Representative Akina Pharmacy, a 10-year-old family business whose purpose is to enrich lives though compounded medicine welcomes you.
We all work together to achieve exponential growth year after year, and have fun doing it. We specialize in compounded medications, our sweet spot. If you want to belong to a team that does this with excellence every day, Akina is a great fit for you.
Our clients are patients and providers in need of uniquely compounded medication strengths tailored to individual patient and provider needs. If you have a background in this niche– or are eager to gain expertise in this area– this role will be a great fit.
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.
Team Collaboration and EOS Alignment: Work closely within the team and with other departments, adhering to the Entrepreneurial Operating System (EOS) principles. This includes clear communication, understanding and meeting clear expectations, participating in effective meetings, and contributing to the team’s success through accountability and a focus on continuous improvement.
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
Make sure you have the necessary tools
Acts with the greater good in mind
Delegates appropriately
Takes time to truly understand your role and how you can help the company
Makes their expectations clear
Communicates well
Has effective meetings
Meets one-on-one with you quarterly or more, if needed
Rewards and recognizes your performance
Required Licenses and Certifications
Experience working with a compounding/specialty pharmacy or medical center (preferred but not required)
Benefits & Perks
Medical Benefits (Includes Dental and Vision)
401k + Employer Match up to 3%
Paid Time Off – Vacation and Paid Time Off-Sick
Paid Holidays
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