Operations and Customer Support Associate

Summary

Join Midi Health as an Operations & Customer Support Associate, Pharmacy and play a key role in ensuring seamless pharmacy operations. Provide exceptional customer service, monitor operations, and address order fulfillment issues. Work closely with patients, pharmacies, and the medical team to solve problems and ensure timely order processing and shipping. This role reports to the Director of Pharmacy E-Commerce and involves building out the pharmacy and e-commerce business. You will thrive in a startup environment, learn new things, and take on new challenges. The position offers opportunities for significant business impact and patient interaction.

Requirements

• 1-3 years of experience in a customer service or operational role
• Strong communication and problem-solving skills, with a passion for helping patients and ensuring their needs are met
• A background or strong interest in operations, with the ability to monitor processes and ensure timely completion of tasks
• Strong attention to detail, ensuring that all issues are followed up and resolved accurately
• Comfortable with using customer service platforms (Zendesk), EHR (Athena), and spreadsheets for tracking orders and interactions

Responsibilities

• Serve as the primary point of contact for patients with questions or concerns regarding pharmacy orders, ensuring timely and compassionate resolution of issues
• Work closely with pharmacy partners to ensure accurate order processing and timely fulfillment of prescriptions and non-prescription products
• Track and monitor pharmacy operations, ensuring that orders are being fulfilled within expected timelines and identifying any potential delays
• Collaborate with the pharmacy and medical team to quickly resolve order discrepancies, prescription issues, and other operational challenges
• Deliver outstanding customer service through phone, email, and Athena messaging, ensuring that patients receive prompt, accurate, and helpful responses to their inquiries
• Identify and suggest opportunities for improving operational processes related to pharmacy order fulfillment and customer interaction
• Maintain clear records of all patient interactions, issues, and resolutions, providing regular reports to the Director of Pharmacy E-Commerce on performance and potential areas of improvement

Preferred Qualifications

Experience in a healthcare or e-commerce setting