Pharmacy Lead Customer Care Specialist

Onco360 • Woodridge, IL

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About The Position

Onco360 Pharmacy is hiring a full-time Pharmacy Lead Customer Care Specialist for its pharmacy in Woodridge, Illinois. The role works with internal teams, patients, and providers to monitor and resolve customer care issues. The lead also helps direct staffing and assignments within the team’s vertical to support timely resolution. Duties may include handling difficult or escalated issues, developing and delivering employee training content, and other lead responsibilities.

The schedule is Wednesday through Friday, 10:30 a.m. to 7:00 p.m. CST, and Saturday and Sunday, 8:00 a.m. to 4:30 p.m. CST. The position begins onsite and may transition to remote work after the onsite training period. Starting pay is $26 per hour and up, with quarterly incentive bonuses. A $5,000 sign-on bonus is available for employees who start before December 31, 2026.

Requirements

• Bachelor’s degree.
• At least 2 years of pharmacy operations experience.
• Customer service, problem-solving, and excellent verbal and written communication skills.
• Ability to work independently with little to no guidance.
• State Pharmacy Technician license, as required.
• National Pharmacy Technician certification (PTCB or equivalent).

Nice To Haves

• At least 2 years of customer care, outbound or inbound communications, patient satisfaction, or equivalent experience.

Responsibilities

• Manage the customer care escalations email workflow.
• Work with the Customer Care Supervisor to ensure team escalations are addressed daily.
• Assign and complete address exceptions provided by pharmacy operations leadership.
• Report to the Customer Care Supervisor on items that may prevent exceptions or escalations from being completed.
• Escalate issues to the appropriate pharmacy director, sales team representative, or analytics team.
• Work with other functional areas to resolve customer problems, document actions as required, and notify appropriate parties of planned resolutions.
• Complete other assigned tasks while maintaining attention to detail.
• Maintain a specific monthly volume of patient interactions and calls.
• Onboard, train, and mentor new Customer Care teammates.
• Answer teammates’ questions and help triage escalated issues when the Customer Care Supervisor is away.
• Complete projects assigned by the Customer Care Supervisor or pharmacy operations leadership.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) with a match
• Paid time off
• Paid holidays
• Tuition reimbursement
• Paid volunteer day
• Floating holiday
• Referral incentive
• Paid life insurance
• Short- and long-term disability insurance
• Quarterly incentive bonuses
• $5,000 sign-on bonus for employees starting before December 31, 2026

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level