Customer Svc Rep

About the Role

The Customer Service Representative (CSR) serves as the first point of contact for patients, providers, and healthcare partners, delivering exceptional customer service while supporting the prescription fulfillment process.

Responsibilities

• Answer incoming calls, emails, text messages, and other communications from patients, providers, and clinics in a courteous, professional, and timely manner.
• Assist patients with prescription status, order processing, payment inquiries, shipping updates, refill requests, and general pharmacy questions.
• Collect and verify patient demographic and prescription information for accuracy.
• Enter and update patient information within the pharmacy management system.
• Coordinate with pharmacists and pharmacy technicians to resolve prescription-related questions and expedite order processing.
• Communicate prescription delays, missing information, prior authorization needs, and shipping updates to patients and providers.
• Process payments and assist patients with billing questions.
• Schedule deliveries and coordinate shipment tracking when applicable.
• Maintain detailed documentation of all customer interactions within the pharmacy system.
• Ensure compliance with HIPAA, state and federal pharmacy regulations, and company policies.
• Identify customer concerns and escalate clinical or complex issues to the pharmacist as appropriate.
• Participate in quality improvement initiatives to enhance the patient experience.
• Perform additional administrative duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum of 2 years of customer service experience, preferably in healthcare, pharmacy, medical office, or call center environments.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with Microsoft Office and computer-based systems.
• Ability to learn pharmacy software and CRM platforms.
• Strong problem-solving and conflict-resolution skills.
• Professional demeanor with a patient-centered approach.

Preferred Qualifications

• Experience working in a compounding, specialty, or retail pharmacy.
• Knowledge of pharmacy terminology and prescription workflow.
• Experience with pharmacy management software.

Skills

• Exceptional customer service and interpersonal skills.
• Strong telephone etiquette.
• Ability to maintain confidentiality and safeguard protected health information.
• Ability to work independently while collaborating effectively with team members.
• Strong critical thinking and decision-making skills.
• Ability to adapt to changing priorities and workload demands.

Physical Requirements

• Prolonged periods of sitting while working at a computer.
• Frequent use of telephone and keyboard.
• Ability to occasionally lift up to 20 pounds.
• Ability to communicate effectively with patients, providers, and coworkers.

Work Environment

• Office-based pharmacy setting.
• Fast-paced, team-oriented environment.
• Regular interaction with patients, healthcare providers, pharmacists, and pharmacy technicians.

Performance Expectations

• Patient satisfaction and service quality.
• Accuracy of data entry and documentation.
• Timely response to customer inquiries.
• Compliance with HIPAA and pharmacy regulations.
• Team collaboration and communication.
• Achievement of productivity and quality metrics.