Remote Pharmacy Technician

Candidates must have an active Pharmacy Technician license and certification and must reside in FL, IL, IN, or WI.

About the role

The Customer Care Frontline Specialist serves as the primary point of contact for home dialysis customers, delivering exceptional service and support to ensure a positive customer experience. This fully remote role focuses on order placement, resolving customer inquiries, and prescription management while collaborating with internal teams to meet customer needs and department goals.

Responsibilities

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

Requirements

• Minimum of 2-4 years of customer service and/or call center experience in a clinical setting.
• Active Pharmacy Technician license and certification (CPhT).
• High School diploma or equivalent GED required; Associate’s or Bachelor’s degree preferred.
• Proficiency with Microsoft 365, SharePoint, and Teams.
• Reliable high-speed wired internet connection for remote work.

Qualifications

• Strong customer (patient) engagement skills.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining a professional and empathetic demeanor.
• Attention to detail, problem-solving, conflict resolution, and organization skills.
• Ability to work independently in a remote environment.

Schedule

Fully remote role with operating hours between 7:00 AM and 6:00 PM CST. Flexible schedule required, including availability during the closing shift until all customer calls are answered.