Pharmacy Technician

Remote Pharmacy Technician – Home Dialysis Customer Care

This role serves as the primary point of contact for home dialysis patients, providing exceptional customer service and prescription support in a fully remote environment. You will handle order placement, resolve customer inquiries, and manage prescriptions while collaborating closely with internal teams to ensure timely deliveries and a consistently positive customer experience. The position focuses on accuracy, compliance with pharmacy and HIPAA regulations, and meeting established performance standards in a high-volume call center setting.

• Serve as the primary point of contact for home dialysis customers, delivering professional, empathetic, and timely support.
• Process customer orders accurately and efficiently via telephone while ensuring full compliance with pharmacy regulations.
• Obtain and verify customer information, including product quantities and usage as specified on prescriptions.
• Ensure all patient-related interactions comply with HIPAA regulations and maintain strict confidentiality.
• Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate solutions.
• Investigate and track product shipments using carrier tools such as the UPS website and by coordinating with the transportation team.
• Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipments for back-ordered items to ensure timely delivery.
• Process customer returns and request customer credits in accordance with company policies and procedures.
• Collaborate with Routing, Transportation, Sales, and Credit & Collections teams 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 evolving customer requirements while maintaining high service standards.
• Work 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.
• Cover closing shifts as needed and remain available until all customer calls in the queue have been answered.
• Handle high call volumes in a fast-paced environment, contributing to a department that manages approximately 2,000 calls per day.
• Participate fully in remote training, apply new knowledge effectively, and transition to handling calls independently after the training period.

• 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.
• High school diploma or equivalent GED.
• Demonstrated experience in order entry and pharmacy-related customer service.
• Strong call center skills, including the ability to manage high call volumes while maintaining quality and professionalism.
• Strong customer and patient engagement skills with a focus on empathy and clear communication.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining a professional and empathetic demeanor.
• Strong attention to detail, including accurate data entry and careful verification of prescription information.
• Proven problem-solving, conflict resolution, and organizational skills.
• Ability to work independently and reliably in a remote environment.
• Proficiency with Microsoft 365, including SharePoint and Microsoft Teams.
• Ability to maintain HIPAA-compliant practices in all interactions and documentation.
• Reliable high-speed wired home internet connection suitable for a call center environment.

• Associate's or Bachelor's degree is preferred.
• Experience working with dialysis medications or dialysis patients is highly desirable.
• Previous experience in a pharmacy fulfillment or home delivery environment is a plus.
• Experience using shipping and…