Pharmacy Customer Service Representative

Select LTC Pharmacy • Los Angeles, CA

9d • Onsite

About The Position

Select LTC Pharmacy is a leading provider of pharmacy services for long-term care patients, providing comfort when it matters most. We are committed to enhancing patient care through innovation, collaboration, and treating every patient as if they were a member of our own family. Excellent customer service is the cornerstone of our business. SUMMARY The Customer Support Representative is a vital front-line role within our pharmacy operations team. This position involves handling inbound calls, chats, and prescription order triage, ensuring service excellence while maintaining workflow efficiency. The ideal candidate will approach challenges with professionalism, focusing on de-escalating difficult situations and maintaining high-quality service at all times. SCHEDULE On site at LAX office, work schedule varies as needed, includes on-call late evenings, occasional weekends, and holidays.

Requirements

• At least 2 years of customer service experience in a pharmacy setting; long-term care (LTC) experience preferred
• Proficiency in QS1 and Docutrack software systems is preferred
• Strong organizational, problem-solving, and customer service skills
• Ability to maintain professionalism and de-escalate challenging situations with empathy and care
• High attention to detail and accuracy in data entry
• Strong written and verbal communication skills
• Ability to handle confidential medical information in compliance with HIPAA regulations and maintain a high level of discretion
• Ability to work independently and collaboratively
• Proficiency in Google Workspace and/or Microsoft Office 365
• Proficient in both verbal and written English
• Ability to adapt to new systems or processes
• Ability to perform essential office tasks, including prolonged periods of sitting, frequent use of a computer and other standard office equipment; and occasional lifting or carrying of up to 25 pounds.

Nice To Haves

• long-term care (LTC) experience preferred
• Proficiency in QS1 and Docutrack software systems is preferred

Responsibilities

• Serve as the primary point of contact for LTC partners, providers, and caregivers via phone, chat, or email.
• Address inquiries, concerns, and prescription-related issues promptly and professionally.
• Assist in the triage and prioritization of incoming Rx orders and refill requests, ensuring alignment with delivery schedules and patient care timelines.
• Handle complex or urgent communications, focusing on timely, compassionate, and professional resolution.
• Employ de-escalation techniques to manage tense situations effectively.
• Work closely with dispatch, fulfillment, pharmacy staff, and operations teams to ensure accurate, timely medication delivery and an optimal customer experience.
• Maintain accurate records of customer interactions and transactions, adhering to company policies and procedures.
• Provide feedback on customer interactions to identify areas for process improvement and enhance overall service quality.
• Other duties as assigned by the supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed