FULLY REMOTE Certified Pharmacy Technician

About the role

This 100% remote Pharmacy Customer Care Specialist serves as the primary point of contact for home dialysis customers, delivering exceptional service and support. The role involves order placement, resolving customer inquiries, and managing prescriptions while collaborating with internal teams to address customer needs and maintain quality of service, efficiency, and departmental goals.

Responsibilities

• Process customer orders via telephone accurately and efficiently, ensuring compliance with pharmacy regulations.
• Obtain and verify customer information, including quantities and usage of products on customer prescriptions.
• Ensure all patient-related interactions adhere to HIPAA regulations.
• Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate solutions.
• Investigate and track product shipments using UPS website and coordinate with transportation team.
• Coordinate with internal departments to expedite shipments, release, and/or alternate ship back-ordered items for timely deliveries.
• Process customer returns and request customer credit in accordance with company policies and procedures.
• Collaborate with other departments (Routing, Transportation, Sales, Credit & Collections) to resolve customer issues and provide a cohesive customer experience.
• Meet established performance expectations related to quality, adherence, order accuracy, and service level standards.
• Adapt to changing business needs and customer requirements.
• Work remotely with a reliable high-speed wired internet connection.
• Support business operations by working a flexible schedule within Customer Care operating hours of 7:00am to 6:00pm CST.
• Remain available until all customer calls have been answered during closing shift.

Requirements

• Pharmacy technician certification and active license from IL, WIS, IN, or FL.
• Active National PTCB or NHA pharmacy tech certification.
• Minimum of 2-4 years of call center experience in a clinical setting.
• High School diploma or equivalent GED required.
• Strong customer engagement skills and excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining professionalism and empathy.
• Attention to detail, problem-solving, conflict resolution, and organization.
• Ability to work independently in a remote environment.
• Proficiency with Microsoft 365, SharePoint, and TEAMS.
• Strong home Wi-Fi (no hotspot connections) and a HIPAA-compliant workspace.

Qualifications

• Associates or Bachelor’s degree preferred.
• Experience working with dialysis medications/patients is a plus.

Schedule

• Work hours are Monday to Friday, 7:00am–6:00pm CST, with a set schedule likely between 9:00am–5:00pm or 10:00am–6:00pm.
• Expect to work 8-hour shifts, but all calls in the queue must be answered before signing off for the day.
• Schedules are released two weeks in advance.
• Training is fully remote, lasting approximately six weeks, with hours between 8:00am–4:00pm or 8:30am–4:30pm.

Pay

The pay range for this position is $20.67 - $21.15/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Work Environment

This is a 100% remote role requiring a HIPAA-compliant workspace at home. The position cannot be performed in public spaces or open room settings.

This is a Contract to Hire position based out of Deerfield, IL.