Pharmacy Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE – SPECIALTY PHARMACY

LOCATION: Cary, NC | Hybrid

COMPENSATION & SCHEDULE

• $22.00/hour

• Permanent schedule: Monday–Friday, 11:30 AM–8:00 PM

• Training schedule: Monday–Friday, 9:00 AM–5:30 PM for 8–12 weeks; onsite attendance required throughout training

ROLE IMPACT

Support patients by providing timely, accurate service for prescription status, medication delivery, payment, insurance, and refill needs. This role helps maintain an efficient specialty pharmacy workflow while ensuring patient questions are resolved or routed to the appropriate clinical team.

KEY RESPONSIBILITIES

• Handle high-volume inbound and outbound calls regarding prescription status, refill needs, medication delivery, payment, insurance information, and invoices.

• Schedule medication deliveries and payments while maintaining accurate patient profile information.

• Respond to customer inquiries or route calls to pharmacists, nurses, and other appropriate staff for prompt resolution.

• Document concise progress notes so team members can quickly assess referral and prescription status.

• Identify and report adverse events (AEs) and product complaints (PCs) to clinicians in accordance with patient safety procedures.

MINIMUM QUALIFICATIONS

• At least 1 year of high-volume call center experience, including working within strict attendance and schedule-adherence requirements.

• Ability to type at least 35 WPM accurately.

• Reliable transportation and ability to work onsite 5 days per week during training and, if approved for hybrid work, onsite 2 days per week thereafter.

CORE TOOLS & SYSTEMS

• Customer and patient management information systems

• Prescription and refill status systems

• Patient profile and referral documentation

• Insurance verification and invoice information systems

• Call center telephone systems

PREFERRED SKILLS

• Customer service experience in pharmacy, healthcare, prescription services, or a related environment.

• Experience handling high-volume inbound and outbound customer calls.

• Strong documentation, communication, and issue-resolution skills.

LEGAL NOTICE

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