Customer Care Specialist

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Important Notice

Due to an increase in hiring scams, please be aware that if you are selected to move forward in our hiring process, a member of our Talent Acquisition team will contact you directly using an official

Important Notice

Due to an increase in hiring scams, please be aware that if you are selected to move forward in our hiring process, a member of our Talent Acquisition team will contact you directly using an official and/or email address regarding next steps in our interview process.

Please Note:

• Pharma Cord will never use Microsoft Teams to reach out to candidates for interview scheduling. However, video interviews are typically conducted via Microsoft Teams. Official meeting links will always be sent from an  or  email address, or through our scheduling platform, Calendly.
• We will never request your bank account information at any stage of the hiring process.
• We will never send a check (electronic or physical) to purchase home office equipment.

If you receive any suspicious communication regarding employment with Pharma Cord, please report it to our Talent Acquisition team immediately at

When you join the team as the Customer Care Specialist, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You'll compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records.

You'll adjust your approach to their needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely. This role may be eligible for a hybrid schedule after 6 months (or sooner once proficiency in role is demonstrated). Review our Benefits & Perks below to learn more!

A typical day in this role will include providing in-depth knowledge of our client programs by working directly with patients, healthcare providers, and insurance companies to answer inquiries, process service requests, assess benefits coverage, and manage through barriers, in a compliant manner, that stand in the way of patients and their access to therapy. The Benefits Specialist works in a dynamic and compassionate customer service role providing telephonic and web-based, where applicable, customer service support.

A typical day in the life of a Customer Care Specialist will include the following:

The responsibilities include, but are not limited to the following:

• Customer Care
• Answer and assist all inbound callers through resolution utilizing answers to frequently asked questions or by warm transferring callers to other appropriate individuals within the Pharma Cord team
• Actively listen to each customer, assess needs, and respond with demonstrated patience and courtesy
• Accurately and efficiently document of call types and actions
• Data Entry
  - Intake
• Accurate and efficient documentation into our Proprietary System of data contained within materials received by Pharma Cord
• Review and identification of information that is missing and/or incorrect within program service requests/program applications
• Ability to escalate inaccurate documents to the next level manager, as needed
• Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices
• Other duties as assigned by manager

This job might be for you if (must have requirements of the role):

The candidate must possess the following personal attributes:

• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
• Ability to handle personal health information with confidentiality
• Commitment to honesty and integrity
• Professionalism and a strong sense of proper business and customer service etiquette
• Clear verbal and written communication skills
• Accountability for results
• Ability to plan and prioritize tasks and strong attention to detail
• Proficient emotional intelligence (ability to recognize emotions and their effects)
• Ability to manage disruptive impulses and handle potentially stressful customer interactions
• Proficient computer skills
• Adaptability to change
• Personal initiative and commitment to team and organizational…