Position Summary:
The Remote Customer Service Representative, CPhT plays a critical role in ensuring the highest level of service and satisfaction for patients, providers, and internal pharmacy staff. This position serves as the first point of contact for inquiries, concerns, and support needs related to pharmacy operations across 13 locations in California, Texas, Illinois, New York, and Ohio. The ideal candidate will have exceptional communication skills, a customer-centric mindset, and the ability to work independently in a fast-paced, multi-state environment.
Key Responsibilities:
Serve as the primary liaison between healthcare providers, clinic customers and internal pharmacy teams.
Meet or exceed key call center metrics: call quality, response time, accuracy and professionalism.
Handle inbound and outbound calls, emails, and online messages with professionalism, accuracy, and empathy.
Provide detailed information about medication orders, refill requests, prescription clarifications, delivery timelines, and pharmacy processes.
Resolve issues related to delayed shipments, prescription verifications, and account concerns in a timely and efficient manner.
Coordinate with the Escalations, pharmacy and HUB teams to address escalations, track orders, and ensure follow-through.
Maintain detailed and accurate documentation of all interactions using the company’s CRM and pharmacy management systems.
Follow up with patients and providers to ensure satisfaction and close the communication loop.
Identify and report recurring issues, trends, and potential service gaps to management.
Support pharmacy operations during peak hours or emergency situations by rerouting requests and prioritizing communication needs.
Remain knowledgeable on approved customer centric talking points as well as updates to policy and process changes across all pharmacy locations.
Ensure compliance with HIPAA and all applicable state and federal regulations during every interaction.
Participate in ongoing training and quality improvement initiatives.
Assist with special projects, surveys, or audits as needed by the customer service management team.
Any other duties assigned by management
Required Qualifications:
Current and active Certified Pharmacy Technician (CPhT) license. CPhT license in Ohio or ability to obtain an Ohio or Illinois license a plus.
High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.
Minimum of 2 years of experience in a pharmacy, healthcare, or customer service call center setting.
Strong knowledge of pharmacy terminology, billing, and patient support preferred.
Excellent written and verbal communication skills.
Ability to manage time, prioritize tasks, and work independently with minimal supervision.
Proficient in Microsoft Office Suite, CRM platforms, and pharmacy software (PioneerRx, QS1, Life File, or similar systems a plus).
Ability to handle sensitive information with discretion and confidentiality.
Must have a reliable internet connection and designated home workspace suitable for handling confidential healthcare information.
Preferred Skills:
Bilingual in English and Spanish or other commonly spoken languages within the operating states is a plus.
Experience working with providers, clinics and pharmacies operating across multiple states.
Familiarity with HIPAA regulations and standards.
Work Environment:
Fully remote position.
Must be available during standard business hours in the Pacific or Central time zones, with flexibility for extended or weekend hours as needed.
Regular virtual meetings and team collaboration via Microsoft Teams, or other platforms.
You must maintain reliable high-speed internet and a suitable environment that supports productivity and confidentiality
Job Type: Full-time
Pay: $22.00 – $27.00 per hour
Benefits:
401(k) matching
Dental insurance
Health insurance
On-the-job training
Paid time off
Vision insurance
Work from home
Work Location: Remote
See other jobs Sign up