Pharmacy Lead Customer Care Specialist

Onco360 • Louisville, KY

2d

About The Position

Onco360 Pharmacy is hiring a full-time Pharmacy Lead Customer Care Specialist for its Louisville, Kentucky pharmacy. The role works with internal teams, patients, and providers to monitor and resolve customer care issues. The lead also directs staffing assignments for the customer care team to support timely resolution, handles difficult or escalated issues, contributes to employee training development and delivery, and performs other assigned lead duties. The position may transition to remote work after the onsite training period is complete.

The work schedule is Wednesday through Friday, 11:30 a.m. to 8 p.m., and Saturday and Sunday, 9 a.m. to 5:30 p.m. EST. Starting pay is $24 per hour and up, with quarterly incentive bonuses. A $5,000 sign-on bonus is offered to employees starting 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 calling, patient satisfaction, or equivalent experience.

Responsibilities

• Manage the customer care escalations email workflow.
• Work with the Customer Care Supervisor to ensure all 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 the resolution plan.
• Maintain the required monthly number of patient interactions and calls.
• Onboard, train, and mentor new Customer Care teammates.
• Serve as a team leader who answers questions and helps teammates triage escalated issues when the Customer Care Supervisor is away.
• Complete projects assigned by the Customer Care Supervisor or pharmacy operations leadership.
• Perform other assigned tasks with attention to detail.

Benefits

• Medical, dental, and 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