This role supports pharmacy operations by serving as the primary point of contact for patients, clinicians, and clients via inbound and outbound calls. The Customer Support Representative schedules refill deliveries, assists with payment and insurance questions, and routes calls to appropriate clinical and operational staff to ensure timely and accurate prescription fulfillment. This position is ideal for a registered pharmacy technician in North Carolina who is enthusiastic, well-spoken, highly organized, and committed to delivering exceptional customer service in a hybrid work environment.

• Serve as the primary resource for inbound telephone calls related to non-clinical pharmacy inquiries, including general prescription status and financial information, to minimize workflow interruptions for clinical staff.
• Handle both inbound and outbound calls to schedule medication deliveries and collect payment information, ensuring accurate and complete data is entered into patient profiles so distribution can process and ship packages on time.
• Respond directly to customer inquiries when appropriate and route calls to the correct staff members, including pharmacists, nurses, and other team members, to ensure prompt issue resolution and high customer satisfaction.
• Update concise and accurate progress notes in the management information system so other roles within the workflow can quickly assess the status of referrals and patient requests.
• Use the management information system to provide customer service, including answering questions about refill needs, checking 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, such as pharmacists and nurses, when clinical expertise is required.
• Identify and report adverse events and product complaints to clinicians in a timely manner to support patient safety and regulatory compliance.
• Perform accurate data entry related to patient information, prescriptions, insurance details, and call documentation to maintain complete and reliable records.
• Apply strong attention to detail and a professional telephone manner in every interaction to maintain a high standard of service quality.
• Collaborate with colleagues in pharmacy operations, customer service, and clinical teams to support efficient workflows and a positive patient experience.
• Perform other duties as assigned, recognizing that tasks may vary slightly depending on specific team or program requirements.

• Active registration as a Pharmacy Technician in the state of North Carolina (Registered Pharmacy Tech in NC).
• Experience in customer service, preferably in a healthcare, pharmacy, or call center environment.
• Ability to handle high-volume inbound and outbound calls in a call center setting while maintaining professionalism and composure.
• Proficiency with management information systems to document calls, update patient profiles, and track prescription and referral status.
• Proficiency with Microsoft applications, including basic use of word processing, spreadsheets, email, and other office software.
• Excellent verbal and written communication skills, with the ability to clearly explain information to patients, clinicians, and clients.
• Demonstrated ability to show empathy and compassion when speaking with patients and caregivers about their medications and concerns.
• Professional telephone manner, including appropriate tone, pacing, and etiquette in all calls.
• Strong attention to detail when entering data, updating records, and documenting interactions to ensure accuracy and completeness.
• Ability to verify insurance information and discuss financial aspects related to prescriptions and deliveries.
• Capability to identify potential adverse events and product complaints and escalate them appropriately to clinical staff.
• Ability to work scheduled shifts consistently, including training and permanent shift hours.

• Pharmacy technician certification is highly valued and supports success in this role.
• Experience working in a pharmacy setting, including retail pharmacy, is a plus but not required.
• Prior authorization experience is beneficial for handling insurance-related inquiries and supporting prescription approvals.
• Medical office experience or knowledge of medical terminology is preferred and helps