Pharmacy Technician

Responsibilities

• Process customer pharmacy orders accurately and efficiently via telephone while ensuring full compliance with applicable pharmacy regulations.
• Obtain and verify customer information, including product quantities and usage details, to ensure prescriptions are filled correctly and safely.
• Ensure all patient-related interactions strictly adhere to HIPAA regulations and privacy requirements.
• Respond to customer questions, complaints, and service issues by identifying root causes and providing appropriate, timely solutions.
• Investigate and track product shipments using carrier tools such as the UPS website and by coordinating with the transportation team.
• Collaborate closely with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and deliver a cohesive, high-quality customer experience.
• Meet and maintain established performance expectations related to call quality, adherence, order accuracy, and service level standards.
• Adapt to changing business needs and evolving customer requirements while maintaining high service standards.
• Work effectively and independently in a remote environment using a reliable high-speed wired internet connection.
• Support business operations by working a flexible schedule within Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Handle high call volumes, contributing to a department that manages approximately 2,000 calls per day while maintaining professionalism and empathy.
• Use Microsoft 365, SharePoint, and Teams to document interactions, collaborate with colleagues, and support daily workflows.
• Participate fully in remote training, apply learned processes and systems, and transition to independently taking calls after the training period.

Requirements

• Active pharmacy technician license from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WI), or Florida (FL).
• Active national pharmacy technician certification from PTCB or NHA.
• Minimum of 2–4 years of call center experience in a clinical or pharmacy setting.
• Demonstrated experience with pharmacy order entry and prescription-related workflows.
• Proficiency in handling high call volumes in a structured call center environment.
• Strong customer and patient engagement skills with the ability to build rapport over the phone.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining a professional, empathetic, and patient-focused demeanor.
• Exceptional attention to detail, with strong problem-solving, conflict resolution, and organizational skills.
• Ability to work independently and reliably in a remote setting.
• Proficiency with Microsoft 365, including Outlook, Excel, and Word, as well as SharePoint and Microsoft Teams.
• Reliable high-speed wired home internet connection (no hotspot use) suitable for sustained call center work.

Qualifications

• Associate’s or Bachelor’s degree is preferred.
• Experience working with dialysis medications, therapies, or patients is a strong plus.
• Previous experience in a pharmacy fulfillment or home delivery environment is beneficial.
• Demonstrated ability to adapt quickly to new systems, processes, and changing business needs.
• Strong time management skills and the ability to manage shifting priorities across multiple tasks.
• Comfort using web-based tools to track shipments and coordinate logistics.
• Interest in supporting patients receiving vital organ and kidney care therapies.