Pharmacy Lead Customer Care Specialist

Onco360•New Hyde Park, NY

2d•$28

About The Position

Onco360 Pharmacy is hiring a Pharmacy Lead Customer Care Specialist for its pharmacy in New Hyde Park, NY. This full-time position is onsite during an initial training period and may transition to remote work after that period. The work schedule is Wednesday through Friday, 11:30 a.m.–8 p.m., and Saturday and Sunday, 9 a.m.–5:30 p.m. EST. Starting pay is $28 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. The role also monitors work and provides staffing directions to the leadership team to ensure assignments are handled and resolved appropriately and promptly. The specialist may handle difficult or escalated issues, help develop and deliver 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 registration or 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 team escalations are addressed daily.
Assign and complete address exceptions provided by leadership in pharmacy operations.
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 as required, and notify appropriate parties of the planned resolution.
Perform other assigned tasks while maintaining attention to detail.
Maintain a specified number of patient interactions and calls each month.
Onboard, train, and mentor new Customer Care teammates.
Provide team leadership by answering questions and helping teammates triage escalated issues when the Customer Care Supervisor is away.
Complete projects assigned by the Customer Care Supervisor or pharmacy operations leadership.