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Pharmacy Technician
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Actalent
Remote
$45,760 Salary, Full-Time
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Job Description
Job Title:
Customer Support Representative - Pharmacy Operations Job Description The Customer Support Representative plays a key role in pharmacy operations by handling inbound and outbound calls, coordinating refill deliveries, and ensuring patients receive timely, accurate, and compassionate support. This role focuses on non-clinical inquiries such as prescription status and financial information, while collaborating closely with clinicians and internal teams to deliver a seamless patient experience. Responsibilities Serve as the primary contact for outbound telephone calls to address non-clinical customer inquiries, including general prescription status and financial information, in order to minimize workflow interruptions for clinical staff. Handle a high volume of inbound and outbound calls to schedule medication deliveries and payments, ensuring accurate information is captured in patient profiles so that orders can be processed and shipped on time. Respond directly to customer inquiries when appropriate and route calls to the correct personnel or department to ensure prompt resolution and high customer satisfaction. Demonstrate empathy and professionalism in all patient interactions, especially when discussing sensitive health or financial matters. Run medical claims as needed and document concise, accurate progress notes so other team members can quickly assess the status of referrals. Use the management information system to provide customer service, including answering questions about refill needs, updating and communicating the status of pending or shipped prescriptions, verifying insurance information, and providing copies of invoices upon request. Answer patient questions and concerns during refill scheduling and transfer calls to the clinical team, including pharmacists and nurses, when clinical expertise is required. Identify and promptly report adverse events and product complaints to clinicians to support patient safety and regulatory compliance. Perform accurate and efficient data entry related to prescriptions, insurance, and patient information. Collaborate with team members and follow established processes, adapting to program-specific requirements as needed. Perform other related duties as assigned, which may vary slightly depending on the specific team or program. Essential Skills Demonstrated customer service experience, preferably in a call center, pharmacy, medical office, retail, or insurance environment. Ability to handle high call volumes while maintaining a professional and courteous telephone manner. Strong verbal and written communication skills, with the ability to explain information clearly and accurately. Ability to show empathy and patience when speaking with patients and caregivers. Strong attention to detail and accuracy when documenting information, running claims, and updating patient profiles. Proficiency with management information systems and Microsoft applications. Ability to learn and apply pharmacy-related processes, insurance verification steps, and basic medical terminology. Capability to identify and escalate adverse events and product complaints appropriately. Reliable attendance and ability to meet performance and quality metrics. Additional Skills & Qualifications Pharmacy technician certification or experience in a pharmacy setting is a plus. Registered Pharmacy Technician with North Carolina is preferred but not required. Experience in a retail pharmacy environment is beneficial. Prior authorization experience is an advantage. Medical office experience and knowledge of medical terminology are preferred. Experience with medical claims processing is a plus. Background in insurance or familiarity with insurance verification is helpful. Data entry experience with a focus on speed and accuracy is beneficial. Work Environment This position is based in a call center environment that supports pharmacy operations. The role initially requires working fully onsite, with a hybrid schedule potentially available after approximately 90 to 120 days, contingent on meeting performance metrics and attendance guidelines. Training is conducted onsite from 9:00 a.m. to 6:00 p.m. The permanent schedule is typically 11:30 a.m. to 8:00 p.m., Monday through Friday, with the possibility of rotating Saturday shifts once a month accompanied by a weekday off. The work involves extensive use of telephones, management information systems, and Microsoft applications in a structured, metrics-driven setting. This is a temporary-to-permanent opportunity for individuals who consistently meet established performance and attendance standards. Job Type & Location This is a Contract position based out of Cary, NC. Pay and Benefits The pay range for this position is $22.00 - $22.00/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 employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Cary,NC.