Customer Service Representative – Clinical & Pharmacy Support | Remote

PharmaCentra, LLC•,

4d•Remote

About The Position

PharmaCentra LLC is looking for highly skilled Customer Service Representatives to join our growing Shared Services Team. Our Shared Services Team supports multiple healthcare programs, which means no two calls are necessarily the same. Team members may assist individuals interested in participating in clinical research studies, help patients locate pharmacies with their prescriptions available, or contact pharmacies on behalf of patients to identify medication availability. This is a fast-paced, high-volume contact center environment where you'll need to listen carefully, ask the right questions, navigate multiple systems, document information accurately, and move seamlessly between different programs and types of customer interactions. If you're an experienced customer service professional who thrives on variety, enjoys helping people, and can maintain accuracy and professionalism while managing a high volume of calls, we'd like to hear from you.

Requirements

Excellent verbal and written communication skills.
A professional, patient, and empathetic telephone presence.
Strong active listening and questioning skills.
Excellent attention to detail and accuracy.
Strong computer and data-entry skills.
The ability to navigate multiple systems while speaking with customers.
The ability to quickly learn and apply different program requirements.
The ability to switch between programs and workflows without losing accuracy.
Strong problem-solving and critical-thinking skills.
Effective time-management and organizational skills.
The ability to handle both inbound and outbound calls.
Comfort working in a high-volume contact center environment.
The ability to follow scripts, established procedures, and approved resources.
The ability to maintain professionalism during difficult or sensitive conversations.
Reliable attendance and punctuality.
A team-oriented and accountable approach to work.
Windows 10 or Windows 11, 64-bit computer
Minimum 8 GB RAM
Quad-core processor or better
At least 50 GB of available storage
Second monitor with minimum 1920 × 1080 resolution
USB noise-canceling headset with microphone
Webcam
Keyboard and mouse
Minimum of two USB-A ports
Minimum of one HDMI port
Minimum 50 Mbps download speed
Minimum 50 Mbps upload speed
Reliable internet connection capable of supporting continuous voice communication and required business applications

Nice To Haves

Experience in healthcare customer service
Contact center or call center experience
Clinical trial recruitment experience
Clinical research experience
Patient support programs experience
Pharmacy or pharmacy services experience
Prescription or pharmacy locator services experience
Healthcare insurance or PBM services experience
Medical office or healthcare administration experience
Appointment scheduling experience
Inbound customer service experience
Outbound calling experience
Lead generation experience
High-volume customer service experience
Healthcare experience is helpful but not required if you have strong customer service and contact center experience.

Responsibilities

Handle inbound and outbound calls with individuals interested in learning more about potential clinical trial opportunities.
Ask standardized health and eligibility screening questions using approved scripts and procedures.
Accurately document screening responses and other relevant information in the CRM.
Explain the next steps in the screening and scheduling process using approved information.
Schedule qualified or eligible participants with appropriate clinical research sites based on established program requirements.
Help identify clinical trial locations that are reasonably accessible to participants based on their location and program criteria.
Communicate professionally and empathetically with individuals who may have questions about participating in clinical research.
Maintain confidentiality when handling personal and health-related information.
Follow all project-specific procedures, scripts, workflows, and escalation requirements.
Handle inbound and outbound calls from patients seeking assistance locating a pharmacy.
Determine the patient's pharmacy and prescription availability needs.
Contact pharmacies on behalf of patients to determine whether a prescription is currently in stock or can be ordered.
Search for pharmacies within the distance the patient is willing to travel.
Communicate pharmacy availability information accurately to patients.
Document pharmacy contacts, availability information, and call outcomes in the appropriate systems.
Conduct follow-up calls when required.
Provide professional, empathetic service to patients who may be experiencing difficulty obtaining their medication.
Transition efficiently between different client programs, call types, workflows, and systems.
Handle both inbound and outbound telephone interactions.
Manage a high volume of calls while maintaining quality and accuracy.
Navigate multiple computer applications while actively communicating with callers.
Accurately document every interaction in the appropriate CRM or system.
Follow approved scripts, FAQs, workflows, and program-specific procedures.
Recognize situations requiring escalation and follow the appropriate escalation process.
Maintain confidentiality and appropriately handle sensitive customer information.
Meet established quality, productivity, call activity, attendance, and customer service expectations.
Participate in training, coaching, quality reviews, and ongoing program education.
Adapt quickly as program requirements, procedures, and priorities change.
Perform other duties as assigned.