Certified Pharmacy Technician/Patient Care Representative III

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

About the role

We are seeking a dedicated, compassionate, and customer-focused Certified Pharmacy Technician to join our remote Pharmacy Support Call Center Team. This role is ideal for someone who thrives in a fast-paced environment and is passionate about delivering exceptional service to patients, providers, and pharmacy partners. You will serve as a critical point of contact, ensuring smooth communication and problem resolution across multiple channels.

Responsibilities

• Answer inbound calls from patients, providers, and pharmacy partners with professionalism and empathy.
• Handle high-volume call center operations while maintaining service quality and accuracy.
• Take verbal prescriptions from providers and ensure proper documentation in accordance with state regulations.
• Transfer calls related to clinical questions or counseling needs to remote pharmacists.
• Accurately process prescriptions and input patient data into the pharmacy system.
• Make outbound calls to prescribers for clarifications, refill requests, and medication verifications.
• Troubleshoot patient issues related to orders, insurance, or delivery, escalating when needed.
• Maintain accurate and confidential patient records, including address, allergies, and prescription history.
• Respond to emails and chat inquiries as needed, ensuring a prompt and thorough resolution.
• Collaborate closely with internal pharmacy operations, the pharmacist team, and external fulfillment partners.
• Adhere to all pharmacy laws, regulations, and compliance requirements.
• Contribute to continuous improvement by identifying call trends and suggesting workflow optimizations.
• Attend training sessions to stay current on pharmacy practices and customer service techniques.

Requirements

• High School Diploma or equivalent
• Certified Pharmacy Technician (CPhT) – Required
• 2+ years of experience in a call center, pharmacy, or customer support role (healthcare/pharmacy preferred)
• Comfortable handling a high volume of calls and multitasking in a fast-paced environment
• Strong communication, empathy, and de-escalation skills
• Ability to work independently and stay organized while working remotely
• Detail-oriented with excellent problem-solving and critical thinking skills
• Adaptable to take on additional responsibilities as the role evolves

Schedule

• Monday - Friday: 9AM - 5PM or 10AM - 6PM
• Occasional Saturday shift, 8:00 am to 4:00 pm (rotating with team)
• Full-time
• May require additional availability or flexibility for escalations

Work Environment

• Location: Onsite/hybrid
• Regular meetings with teams, departments, or leadership to ensure alignment

Key Essential Functions

• Must be able to remain seated and work at a computer for extended periods (up to 8 hours).
• Must be able to type and perform repetitive hand/wrist motions throughout the shift.
• Must be able to use a headset for phone-based communication for the majority of the workday.
• Must be able to navigate multiple computer systems and applications simultaneously.
• Must maintain focus and attention to detail while managing a high volume of calls or tasks.
• Must be able to communicate clearly and professionally via phone, chat, and email.
• Must be able to work onsite/remote for all scheduled shifts, including potential weekends or evenings depending on business needs.
• Must be able to handle occasional escalated or emotionally charged interactions with composure.
• Must be able to meet productivity and quality standards consistently.

Pay

$23-$25.25/hr