Customer Care Pharmacy Services
About The Position
PharmaCentra is hiring dependable, customer-focused Customer Service Representatives for a fully remote, phone-based role supporting individuals with questions about pharmacy and prescription services. Representatives spend most of the workday assisting customers by phone while researching information across multiple computer systems and web-based resources. The position includes handling inbound and outbound calls, answering prescription-related questions, researching information, troubleshooting issues, documenting interactions accurately, and following established procedures for resolution or escalation. Representatives are expected to provide professional, courteous, and efficient service; navigate multiple systems, applications, websites, and browser tabs while assisting customers; explain information clearly; protect confidential information; and follow applicable privacy, security, and company procedures. Employees must meet attendance, schedule-adherence, quality, productivity, customer-service, and call-handling expectations and participate in training, coaching, meetings, and ongoing learning. This full-time position is generally scheduled for 40 hours per week. New hires must be available for approximately four to five weeks of training, Monday through Friday, approximately 9:00 a.m. to 6:00 p.m. Eastern Time, with consistent attendance and on-camera participation through Microsoft Teams. After training, employees are assigned an eight-hour shift based on business and client needs, generally between 11:00 a.m. and 11:00 p.m. Eastern Time; schedules may include weekends. Employees must maintain a dedicated, quiet, professional, distraction-free workspace suitable for customer calls and the protection of confidential information. Reliable high-speed internet with minimum download and upload speeds of 50 Mbps is required. Employees must be available and actively working during scheduled hours except for authorized breaks and meal periods. Employment offers are conditioned upon passing a background check.
Requirements
- High school diploma or equivalent.
- Strong communication, active-listening, customer-service, computer-navigation, and problem-solving skills.
- Comfort speaking with customers while simultaneously navigating multiple systems and documenting information.
- Dedicated, quiet, professional, distraction-free workspace suitable for customer calls and protection of confidential information.
- Reliable high-speed internet with minimum download and upload speeds of 50 Mbps.
- Availability for approximately four to five weeks of weekday training, approximately 9:00 a.m. to 6:00 p.m. Eastern Time, including on-camera participation through Microsoft Teams.
- Availability to work an assigned eight-hour shift generally between 11:00 a.m. and 11:00 p.m. Eastern Time, potentially including weekends.
- Pass a background check as a condition of employment.
Nice To Haves
- Previous customer service, call center, healthcare, pharmacy services, prescription benefits, health insurance, or benefits administration experience.
- High-volume phone experience.
Responsibilities
- Provide professional, courteous, and efficient customer service by phone.
- Handle inbound and outbound calls and answer questions related to prescriptions and pharmacy services.
- Research information across multiple computer systems and web-based resources.
- Troubleshoot customer issues and follow established procedures for resolution or escalation.
- Navigate multiple systems, applications, websites, and browser tabs while assisting customers.
- Clearly explain information and accurately document customer interactions.
- Protect confidential information and follow applicable privacy, security, and company procedures.
- Meet expectations for attendance, schedule adherence, quality, productivity, customer service, and call handling.
- Participate in required training, coaching, meetings, and ongoing learning.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short- and long-term disability coverage
- Life insurance
- Employee Assistance Program (EAP)
- HealthiestYou
- DailyPay
- Accident coverage
- Hospitalization coverage
- Critical illness coverage
- Paid time off
- Paid holidays
- PharmaCentra 401(k) plan after 12 months of eligible service, including a 100% vested employer match of up to 4%, subject to plan terms
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
