Remote Pharmacy Technician

Job Title:

Remote Pharmacy Customer Care Specialist - Home Dialysis

Job Description

The Pharmacy Customer Care Specialist serves as the primary point of contact for home dialysis patients, delivering exceptional service and support to ensure a positive and compassionate customer experience. This role focuses on accurately placing orders, managing prescriptions, and resolving customer inquiries while collaborating with internal teams to maintain high-quality service, operational efficiency, and achievement of department goals in a fully remote environment.

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.

* Investigate and track product shipments using tools such as the UPS website and by coordinating with the transportation team to provide timely updates to customers.

* Coordinate with internal departments to expedite shipments, release orders, or arrange alternate shipment of back-ordered items to ensure timely delivery of medications and supplies.

* Process customer returns and request customer credits in accordance with company policies and procedures, ensuring accurate documentation and follow-up.

* Collaborate closely 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, 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.

* Work a closing shift as needed and remain available until all customer calls in the queue have been answered, even beyond the standard shift end time when required.

* 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.

Essential Skills

* 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.

* Ability to maintain a HIPAA-compliant workspace at home, ensuring privacy and confidentiality at all times.

* 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.

* High school diploma or equivalent GED.

Additional

Skills & Qualifications

* Associate's or Bachelor's degree is preferred and supports growth in this role.

* Experience working with dialysis medications or patients is highly desirable.

* Previous experience in a pharmacy fulfillment or home delivery environment is beneficial.

* Familiarity with HIPAA regulations and best practices in handling protected health information.

* Demonstrated ability to adapt to new systems, processes, and technology tools in a…