About Rx.co At RX.co, we are streamlining pharmacy transactions, claims routing, and cash card processing to build a faster, more transparent prescription experience for pharmacies and patients alike. Our technology helps simplify complex processes, improve economics, and give pharmacies greater control over their prescription business. We combine the energy, innovation, and agility of a technology startup with the experience and foundation of an established company. As we continue to grow, our team has the opportunity to make a meaningful impact on both the future of RX.co and the pharmacy industry. Position Overview We are seeking an experienced Senior Customer Service Specialist with a background as a Certified Pharmacy Technician to join our team.

In this role, you will serve as the primary liaison for pharmacy staff, resolving real-time claims, billing rejections, and portal account inquiries. Beyond day-to-day support, you will play a critical role in shaping our customer support function by documenting rejections, writing standard operating procedures (SOPs), and helping build training materials for future team members.

Key Responsibilities Pharmacy Client Support & Escalations Pharmacy Client Support & Escalations:

Serve as the primary point of contact for retail pharmacies, resolving real-time transaction, pricing, and claims issues.

Account & Portal Support:

Assist pharmacy staff with account setups, portal logins, password resets, and cash card pricing lookups.

Queue Management:

Manage inbound phone, email, and chat queues.

Claims & Billing Workflow Optimization Workflow Troubleshooting:

Navigate and troubleshoot complex pharmacy billing workflows, claims rejections, and payment processing discrepancies.

Cross-Functional Escalations:

Collaborate with engineering and product teams to log, track, and resolve system-level claims issues.

Process & Training Development SOP Documentation:

Document common claims rejection scenarios, resolution steps, and workflows to establish our central Confluence knowledge base.

Team Onboarding:

Partner with leadership to generate hands-on training scenarios and onboard future pharmacy service representatives.

Qualifications & Skills Certification:

Certified Pharmacy Technician (CPhT) required (Trainees will not be considered for this position).

Pharmacy Operations:

Hands-on experience working within retail pharmacy billing, claim adjudication, or pharmacy management software.

Customer Service:

Strong written and verbal communication skills with a proven track record in phone and ticket-based support.

Technical Aptitude:

Experience navigating CRM platforms (e.g., HubSpot), and knowledge tools (e.g., Confluence) is a plus.

Problem Solving:

Ability to work independently and build structured solutions from scratch.

Pharmacy Management Systems:

Experience with the RX30 and Computer-Rx pharmacy management systems preferred. Schedule & Availability Standard operating hours will cover a 12-hour window across East to West Coast time zones. Flexible shift scheduling may be required, with potential Saturday support as call volume scales.

What We Offer Company-paid benefits:

We offer a full employee benefits package paid entirely by the company, with no employee contribution required for the covered benefits. Free lunch three days a week: Lunch is provided by the company three days each week, giving you one less thing to plan, pack, or pay for. A fun, casual work environment: We keep things professional without feeling overly corporate. Our team works closely together, communicates openly, and genuinely enjoys coming to work. A better change of pace from retail pharmacy: If you are coming from a traditional pharmacy setting, this role offers a chance to use your pharmacy knowledge without the constant rush, queues, and day-to-day pressures of the retail counter. Room to grow with the company: As a growing startup, there are opportunities to take on new responsibilities, help improve how we support our pharmacy partners, and have a real influence on how the role develops.

Pay:

$15.00 - $30.00 per hour Expected hours: 40.0 per week

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person