Customer Service Technician - Pharmacy
About The Position
Pharmacy Innovations is seeking a Customer Service Technician to join our Erie pharmacy team. As a primary point of contact, you will provide timely, accurate, and compassionate support to patients and caregivers by phone, email, secure portal, text, and in person. You will answer questions, resolve concerns, and provide information about prescriptions and pharmacy services while ensuring a positive patient experience. Success in this role requires strong communication, proactive problem-solving, attention to detail, and the ability to manage multiple priorities in a fast-paced pharmacy environment.
Requirements
- High school diploma or equivalent.
- Ability to meet all applicable Pennsylvania State Board of Pharmacy requirements for registration as a pharmacy technician or pharmacy technician trainee.
- Customer service experience or experience in a similar role.
- Basic computer skills; familiarity with customer relationship management (CRM) software is preferred.
- Strong verbal and written communication skills.
- Ability to remain calm, organized, and professional when handling challenging situations.
- Strong attention to detail and ability to manage multiple priorities.
Nice To Haves
- Multilingual skills
- Advanced software proficiency
Responsibilities
- Deliver exceptional customer service by listening carefully, responding with empathy, and addressing patient and caregiver inquiries professionally.
- Resolve customer issues promptly and accurately, ensuring prescription corrections, billing adjustments, and other required actions are completed.
- Process prescription returns, exchanges, and invoices by reviewing original orders and pharmacy documentation in accordance with company policies and applicable regulatory requirements.
- Assist patients and caregivers by phone, in person, and through secure digital channels, providing accurate information about prescriptions, pharmacy services, and refill procedures.
- Maintain complete, accurate, and confidential records of customer inquiries, prescription issues, complaints, and resolutions.
- Identify and escalate complex clinical or pharmacy-related concerns to pharmacists or the appropriate department to ensure timely follow-through.
- Support patient retention by creating a positive experience, following up on open issues, and confirming that patient needs have been addressed.
- Process payments, support billing and account updates, and assist with claim submissions.
- Communicate securely and confidentially with patients and caregivers regarding questions, order status, and follow-up information.
- Help maintain a compassionate, respectful, and efficient environment in which every patient feels valued and supported.
Benefits
- Reimbursement for initial registration fees after 90 days of employment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
