Customer Service Representative (Remote)

PharmaCentra, LLC•Johns Creek, GA

8d•$12 - $12•Remote

About The Position

PharmaCentra is seeking motivated, customer-focused individuals to join our Shared Services Team. This fully remote position is an excellent opportunity for someone who enjoys helping others, learns quickly, communicates effectively, and wants to build valuable customer service experience in the healthcare industry. No healthcare experience is required. We provide training and support to help you succeed. Every day, you'll assist patients, prospective clinical research participants, pharmacies, and healthcare consumers by providing information, answering questions, and helping connect people with important healthcare resources. If you are dependable, compassionate, tech-savvy, and eager to learn, we'd love to hear from you.

Requirements

Strong verbal and written communication skills.
A professional and courteous phone presence.
Active listening skills and attention to detail.
Empathy and patience when assisting customers.
The ability to learn new information and apply it quickly.
Comfort working with technology and multiple computer applications.
Strong problem-solving skills.
Dependability and consistent attendance.
The ability to stay organized in a fast-paced environment.
Accountability and a positive attitude.
Full-time availability required.
Must be available to work one weekend day each week.
Ability to work a consistent assigned schedule.
Reliable attendance is essential.
This position is 100% remote and must be performed within the United States.
Employees are responsible for maintaining the equipment and internet service necessary to perform the essential functions of the position.
Windows 10 or Windows 11 computer
8 GB RAM or greater
Quad-core processor or better
Second monitor
USB headset with microphone
Webcam
Keyboard and mouse
Minimum 50 Mbps download speed
Minimum 50 Mbps upload speed
Reliable broadband internet connection.

Nice To Haves

Customer service
Retail sales or customer support
Call center or contact center experience
Healthcare support services
Appointment scheduling
Administrative support
Hospitality or service industry experience
Pharmacy or healthcare experience
Help desk or technical support
High-volume customer-facing roles
Early in their careers and demonstrate strong customer service skills, professionalism, and a willingness to learn.

Responsibilities

Handle inbound and outbound customer service calls.
Listen carefully to customer needs and provide accurate information.
Ask questions and gather information using approved scripts and procedures.
Document customer interactions accurately in company systems.
Schedule appointments or connect customers with appropriate resources when applicable.
Conduct follow-up calls as assigned.
Assist individuals interested in learning about clinical research opportunities.
Conduct preliminary screening using approved questionnaires.
Explain next steps in the enrollment process.
Schedule potential participants with clinical research sites when appropriate.
Help patients locate pharmacies that may have prescribed medications available.
Contact pharmacies to verify medication availability when required.
Provide accurate information to patients regarding pharmacy options.
Document all activities and outcomes according to established procedures.
Navigate multiple applications and systems simultaneously.
Follow established workflows, scripts, and quality standards.
Maintain confidentiality and protect sensitive information.
Meet attendance, productivity, and quality expectations.
Participate in training, coaching, and ongoing development opportunities.
Adapt to changing business needs and program requirements.