This role supports pharmacy operations by handling a high volume of inbound and outbound calls, coordinating prescription refills and deliveries, and ensuring patients, clinicians, and clients receive timely, accurate, and empathetic support. The Customer Support Representative maintains up-to-date patient information, assists with medical claims, and uses management information systems to provide clear status updates on prescriptions and insurance, contributing to a smooth and efficient pharmacy workflow.

• Handle inbound and outbound pharmacy calls to support patients, clinicians, and clients with a high level of customer service.
• Serve as the primary resource for outbound calls to address non-clinical customer inquiries, such as general prescription status and financial information, minimizing workflow interruptions for clinical staff.
• Schedule medication refills and deliveries and coordinate payment information so that patient profiles are accurate and distribution can ship orders in a timely manner.
• Directly respond to customer inquiries when appropriate and route calls to the correct staff to ensure prompt resolution and high customer satisfaction.
• Demonstrate empathy and professionalism when speaking with patients, addressing their questions, concerns, and needs during refill scheduling.
• Run medical claims and document concise, accurate progress notes so other team members can quickly assess the status of referrals.
• Use management information systems to answer questions about refill needs, provide status updates on pending and shipped prescriptions, verify insurance information, and generate 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 input is required.
• Identify and report adverse events and product complaints to clinicians to support patient safety and ensure appropriate follow-up.
• Perform data entry related to prescriptions, insurance, and claims to maintain accurate and up-to-date records.
• Collaborate with team members and follow program-specific workflows and procedures to meet performance metrics and service standards.
• Perform other duties as assigned, recognizing that specific tasks may vary depending on team and program requirements.

• Customer service skills with the ability to provide a high level of support to patients, clinicians, and clients.
• Experience or familiarity working in a call center environment.
• Ability to use management information systems to access and update patient, prescription, and insurance information.
• Proficiency with Microsoft applications, including basic computer navigation and data entry.
• Excellent verbal and written communication skills to clearly explain information and document interactions.
• Professional telephone manner with a polite, clear, and confident communication style.
• Ability to show empathy and patience when talking to patients and addressing sensitive concerns.
• Strong attention to detail when scheduling deliveries, processing claims, and updating records.
• Basic knowledge of pharmacy, prescriptions, or pharmacy workflows, with the ability to learn program-specific processes.
• Ability to handle medical claims and insurance-related inquiries accurately and efficiently.
• Capacity to work in a structured, metric-driven environment and meet attendance and performance expectations.

• Pharmacy technician certification or registration is preferred; being a Registered Pharmacy Technician in North Carolina is preferred but not required.
• Prior experience in a pharmacy setting, including retail pharmacy, is a plus but not required.
• Customer service experience, especially in a call center, is preferred.
• Medical office experience and knowledge of medical terminology are preferred.
• Experience with prior authorizations, insurance processes, or medical claims is a plus but not required.
• Experience with data entry and handling sensitive information accurately is beneficial.
• Ability to adapt to changing program requirements and workflows.
• Motivation to grow within a temporary-to-permanent opportunity based on performance and attendance.

This position is based in a call center environment focused on pharmacy operations. Training is conducted onsite from 9:00 a.m. to 6:00 p.m., followed by a permanent schedule of 11:30 a.m. to 8:00 p.m., Monday through