Customer Service Technician - Pharmacy
About The Position
Pharmacy Innovations is seeking a Customer Service Technician to join its Erie pharmacy team. The role serves as a primary point of contact for patients and caregivers, providing timely, accurate, compassionate support by phone, email, secure portal, text, and in person. The technician answers questions, resolves concerns, and provides information about prescriptions and pharmacy services while supporting a positive patient experience in a fast-paced pharmacy environment. This is considered a pharmacy technician position and requires registration with the Pennsylvania State Board of Pharmacy as a pharmacy technician or pharmacy technician trainee, as applicable. Pharmacy Innovations will guide the employee through registration and provide hands-on training. Eligible initial registration fees will be reimbursed after successful completion of 90 days of employment. Employees are responsible for meeting applicable registration requirements and maintaining their registration.
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.
- 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.
- Clear, compassionate communication, careful listening, and ability to explain solutions in an easy-to-understand manner.
- Problem-solving, organization, adaptability, and sound judgment.
Nice To Haves
- Familiarity with customer relationship management (CRM) software.
- Multilingual skills.
- Advanced software proficiency.
Responsibilities
- Listen to patients and caregivers, respond with empathy, and address inquiries professionally.
- Resolve customer issues promptly and accurately, including completing prescription corrections, billing adjustments, and other required actions.
- Process prescription returns, exchanges, and invoices by reviewing original orders and pharmacy documentation in accordance with company policies and applicable regulations.
- Assist patients and caregivers by phone, in person, and through secure digital channels with 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, and ensure timely follow-through.
- Support patient retention by providing a positive experience, following up on open issues, and confirming 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 about questions, order status, and follow-up information.
- Help maintain a compassionate, respectful, and efficient environment in which every patient feels valued and supported.
Benefits
- Hands-on training.
- Reimbursement of eligible initial pharmacy technician registration fees after successful completion of 90 days of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
