Relief Pharmacy Service Representative (Relief/Per-Diem, Hybrid 8-Hour Day Shifts)

Hybrid role based in Palo Alto, California.

About the role

The Specialty Pharmacy Representative serves as a key point of contact for patients, providing support with prescription management, insurance inquiries, and medication adherence. Working under direct supervision in a fast-paced environment, this role involves handling high volumes of inbound and outbound communication, coordinating refills and deliveries, verifying benefits, and resolving claim issues.

Responsibilities

• Answer patient calls: Address questions about prescriptions, refills, insurance information, and other related topics.
• Medication Management: Ensure patients remain on track with medication regimen—outbound therapy/medication adherence checkups; secure refill prescriptions. Contact clients to schedule deliveries, confirm address, inform them of any financial responsibility.
• Troubleshooting and resolving issues: Assist with claim rejections, verify insurance information, and help with program eligibility.
• Data entry and record-keeping: Update patient information, document calls, and maintain records.
• Escalating complex issues: Provide assistance to Pharmacists, both those in the facility and those at other locations. Identify and communicate issues to senior-level staff as appropriate.
• Providing customer service: Communicate with clients as needed regarding the fulfillment of prescription refills and refer any health-related concerns to a healthcare professional when required.
• Following company procedures: Adhere to established protocols and guidelines for handling calls and resolving issues.
• Maintaining confidentiality: Ensure the privacy and security of patient information.
• Perform other duties and responsibilities as assigned.

Requirements

• High school diploma or general education degree (GED).
• One year minimum call center experience, or other related experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Experience in insurance, medical, or pharmacy environments is required.

Skills

• Ability to adapt to and deal with change and ambiguity.
• Ability to plan, organize, prioritize, work independently and meet deadlines.
• Ability to solve problems and identify solutions.
• Ability to speak and write effectively at a level appropriate for the job.
• Ability to work effectively with individuals at all levels of the organization.
• Ability to work in a fast-paced work environment.
• Knowledge of local, state, and federal regulatory requirements related to areas of functional responsibility.
• Knowledge of medical terminology and abbreviations; and disease states.
• Strong interpersonal communication skills.
• Knowledge of computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Knowledge of Microsoft Outlook and Word.
• Knowledge of inflammatory diseases, infectious disease, and/or oncology.

Pay

Generally starting at $33.22 - $37.39 per hour. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, and training.

Schedule

Part-time, 0.0 FTE, 8-hour day shifts.