Remote Certified Pharmacy Technician

PLEASE READ BEFORE APPLYING

Location Requirement:
This is a remote position, but you must be located in IL, WI, IN, or FL. Applicants outside these states are not eligible.

Job Title:

Remote Pharmacy Customer Care Specialist

Job Description

* Serve as the primary point of contact for home dialysis customers, providing professional, empathetic, and timely support.

* Process customer orders via telephone accurately and efficiently while ensuring full compliance with pharmacy regulations.

* Obtain and verify customer information, including prescription details, quantities, and product usage, to ensure safe and accurate order fulfillment.

* Ensure all patient-related interactions comply with HIPAA regulations and protect patient confidentiality at all times.

* 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 coordinate with the transportation team to resolve delivery issues.

* Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipment options 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, seamless customer experience.

* Meet established performance expectations related to call quality, schedule adherence, order accuracy, and service level standards.

* Adapt to changing business needs and evolving customer requirements while maintaining a high standard of service.

* 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 the Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.

* Work closing shifts as needed and remain available until all customer calls in the queue have been answered.

* Handle high call volumes and maintain composure and professionalism under pressure in a fast-paced call center environment.

Essential Skills

* Active pharmacy technician license AND Active Certification from PTCB or NHA from one of the following states:
Illinois (IL), Indiana (IN), Wisconsin (WI), or Florida (FL).

* Minimum of 2-4 years of call center experience in a clinical or pharmacy setting.

* High school diploma or equivalent GED.

* Demonstrated experience handling high call volumes in a customer-facing environment.

* 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 order entry and documentation.

* 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 work within the operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.

* Reliable high-speed wired internet connection suitable for remote call center work.

* Ability to maintain a HIPAA-compliant workspace and uphold confidentiality standards.

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Work Environment

This position is 100% remote and operates within a structured call center environment that supports home dialysis patients. Team members work from a dedicated, HIPAA-compliant workspace in their home and may not work from public spaces or open, shared environments. A strong, reliable high-speed wired internet connection is required; hotspot connections are not permitted. The Customer Care team operates Monday through Friday between 7:00 a.m. and 6:00 p.m. CST.

Employees should expect an 8-hour shift within these hours, with typical schedules likely falling between 9:00 a.m. and 5:00 p.m. or 10:00 a.m. and 6:00 p.m. CST. All calls in the queue must be handled before signing off for the day, and schedules are communicated approximately two weeks in advance. Training is fully remote,…