Pharmacy Technician (Remote) IL

Responsibilities

• Serve as the primary contact for home dialysis customers, providing courteous, professional, and empathetic support throughout each interaction.
• Process customer orders via telephone accurately and efficiently while ensuring full compliance with pharmacy regulations and internal policies.
• Obtain and verify customer information, including product quantities and usage details, to ensure prescriptions are filled correctly and safely.
• Ensure all patient-related interactions comply with HIPAA regulations and maintain strict confidentiality of protected health information.
• Resolve customer questions, complaints, and service issues by identifying root causes, recommending appropriate solutions, and following through to resolution.
• Collaborate closely with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and provide a cohesive, seamless customer experience.
• Adapt to changing business needs, customer requirements, and process updates in a fast-paced environment.
• Maintain the ability to work remotely using a reliable high-speed wired internet connection and a compliant home workspace.
• 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 and contribute to a department that manages approximately 2,000 calls per day, while maintaining professionalism and service quality.
• Participate fully in remote training, apply learned processes and systems, and transition to independently handling calls after the training period.

Requirements

• Active pharmacy technician license from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WIS), 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 healthcare setting.
• Proven call center experience, preferably within a pharmacy or clinical environment, handling high call volumes.
• Strong home internet connectivity using a reliable high-speed wired connection; ability to work without reliance on hotspot connections.
• Demonstrated ability to work independently in a remote environment while remaining engaged and accountable.
• Strong customer and patient engagement skills with a focus on empathy, professionalism, and clear communication.
• Excellent written and verbal communication skills, including the ability to explain complex information in a clear and patient-friendly manner.
• High attention to detail with strong accuracy in order entry, documentation, and prescription-related activities.
• Effective problem-solving and conflict resolution skills, with the ability to de-escalate issues and find practical solutions.
• Ability to work effectively under pressure and manage multiple tasks while maintaining a calm and professional demeanor.
• Proficiency with Microsoft 365, including Outlook, Word, and Excel, as well as SharePoint and Microsoft Teams.
• Availability to work within the operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday, with flexibility for assigned shifts such as 9:00 a.m. to 5:00 p.m. or 10:00 a.m. to 6:00 p.m.
• Willingness to remain on the line until all calls in the queue are answered, even if this extends beyond the standard scheduled shift.
• Ability to fully participate in approximately six weeks of remote training, with training hours typically between 8:00 a.m. and 4:00 p.m. or 8:30 a.m. and 4:30 p.m., after which specialists begin taking calls independently.