Pharmacy Lead Customer Care Specialist

Onco360 • Louisville, KY

2d • Hybrid

About The Position

Onco360 Pharmacy is hiring a full-time Pharmacy Lead Customer Care Specialist for its pharmacy in Louisville, Kentucky. The role may transition to remote work after the onsite training period. The 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 and a $5,000 sign-on bonus for employees starting before December 31, 2026.

The lead customer care specialist works with internal teams, patients, and providers to monitor and resolve customer care issues. This person monitors staffing needs and provides staffing direction to leadership to help ensure assignments are completed appropriately and on time. The position may handle more difficult or escalated customer care issues, assist with developing and deploying employee training, and perform other lead duties as assigned.

Requirements

• Bachelor’s degree.
• At least 2 years of pharmacy operations experience.
• Customer service and problem-solving skills.
• 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, such as 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 team escalations are addressed daily.
• Assign and work to 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 about the planned resolution.
• Maintain a specific number of patient interactions and calls each month.
• 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.
• Work on projects assigned by the Customer Care Supervisor or pharmacy operations leadership.
• Perform other assigned tasks and demonstrate attention to detail.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with a match.
• Paid time off and 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