Pharmacy Customer Service Specialist

PharMerica•Raleigh, NC

5d•Remote

About The Position

PharMerica is hiring a full-time Pharmacy Customer Service Specialist in Raleigh, North Carolina. The role connects the pharmacy with facilities, providers, and healthcare teams by answering questions, coordinating refills and delivery requests, collecting patient information, assisting with provider communications, and resolving issues. It is suited to a detail-oriented person who enjoys focused, task-driven work and does not involve direct patient-facing responsibilities. The position is a remote opportunity for North Carolina residents after an initial six weeks of mandatory, on-site training at PharMerica’s Raleigh location. New hires must be able to commute to that location for the full training period. Transition to remote work depends on successfully completing training and meeting performance expectations. PharMerica is an affiliate of BrightSpring Health Services. It provides pharmacy care to healthcare providers and patients through long-term care, home infusion, and specialty pharmacies, combining local pharmacy teams with a national network, 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.
Strong customer service orientation.
Effective verbal and written communication skills.
Active listening skills and the 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.
Ability to commute to the Raleigh location for six weeks of mandatory, on-site training.

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-line inquiries 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.
Maintain flexibility to support varying duties and operational needs.
Coordinate communication between the pharmacy, providers, and facilities while resolving prescription issues in a timely, efficient, courteous, responsive, reliable, and respectful manner.