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, lasts about six weeks, and occurs during daytime hours (approximately 8:00 a.m. to 4:00 p.m. or 8:30 a.m. to 4:30 p.m. CST), after which team members begin taking calls independently.

Job Type & Location

This is a Contract to Hire position based out of Madison, WI.

Pay and Benefits

The pay range for this position is $20.67 - $21.15/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision
- Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the…