Pharmacy Lead Customer Care Specialist

Onco360•Houston, TX

2d•Hybrid

About The Position

Onco360 Pharmacy is hiring a full-time Pharmacy Lead Customer Care Specialist for its Houston, Texas pharmacy. The position is onsite during training and may transition to remote work after the onsite training period is complete. The schedule is Wednesday through Friday, 10:30 a.m. to 7 p.m. CST, and Saturday and Sunday, 8 a.m. to 4:30 p.m. CST. Starting pay is $24 per hour and up, with quarterly incentive bonuses and a $5,000 sign-on bonus for employees starting before December 31, 2026. The lead specialist works with internal teams, patients, and providers to monitor and resolve customer care issues. The role monitors staffing and provides direction to leadership to ensure the vertical’s assignments are handled and resolved appropriately and on time. The specialist may handle more difficult or escalated issues, help develop and deliver employee training, onboard and mentor new team members, and perform other lead duties as assigned.

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, inbound or outbound communications, 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 leadership in pharmacy operations.
Report to the Customer Care Supervisor any 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 as required, and notify appropriate parties of the actions to be taken.
Perform other assigned tasks and maintain attention to detail.
Maintain a specified number of patient interactions and calls each month.
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.