Pharmacy Customer Service Specialist

BrightSpring Health Services•Phoenix, AZ

8d•Onsite

About The Position

PharMerica is hiring a full-time Pharmacy Customer Service Specialist in Phoenix, Arizona. The role serves as a key connection between the pharmacy, facilities, providers, and healthcare teams. The specialist answers questions, coordinates refill and delivery requests, gathers patient information, assists with provider communications, and helps resolve issues in a timely and professional manner. The position is 100% onsite at 8826 N 23rd Ave, Suite C-3, Phoenix, AZ 85021. Training is scheduled Monday through Friday, 11:00 a.m. to 7:30 p.m. The candidate must be willing to obtain a Pharmacy Trainee registration with the Arizona Board of Pharmacy before the start date. PharMerica, an affiliate of BrightSpring Health Services, provides personalized pharmacy care through local teams serving healthcare providers and patients, including skilled nursing facilities, senior living communities, hospitals, people with behavioral or infusion therapy needs, seniors receiving in-home care, and patients with cancer. Its long-term care, home infusion, and specialty pharmacies combine local service with national resources, technology, and regulatory expertise.

Requirements

High school diploma or equivalent and two years of call center experience, or two years of related experience including at least six months in a fast-paced environment; alternatively, an associate degree or higher and one year of call center experience, or equivalent experience.
Willingness to obtain Pharmacy Trainee registration with the Arizona Board of Pharmacy before the start date.
Strong customer service orientation.
Effective verbal and written communication skills.
Active listening skills and ability to remain composed under pressure.
Attention to detail and organizational skills.
Ability to manage multiple tasks and meet performance expectations.
Problem-solving and conflict-resolution skills.
Ability to adapt to changing priorities and varying schedules.

Nice To Haves

Experience in customer-facing roles within home care, healthcare, financial services, insurance, claims, billing, or call center environments.
Knowledge of medical terminology, claims, and accounts receivable.

Responsibilities

Answer incoming contact center calls within defined response-time standards.
Document call details accurately in accordance with standard operating procedures.
Provide information about products, services, retail locations, and service lines based on customer needs.
Meet established quality assurance standards and performance metrics.
Resolve customer complaints and support problem-solving to achieve satisfactory outcomes.
Process orders, route calls to appropriate resources, and follow up as necessary.
Coordinate communication between the pharmacy, providers, and facilities, resolving prescription issues in a timely, efficient, courteous, responsive, reliable, and respectful manner.
Maintain flexibility to support varying duties and operational needs.
Answer questions, coordinate refill and delivery requests, gather patient information, and assist with provider communications.