Pharmacy Lead Customer Care Specialist

Onco360 • Houston, TX

1d • 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 an initial training period and may transition to remote work after training 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 who start 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 provides staffing direction to leadership to help ensure the vertical’s assignments are handled and resolved appropriately and on time. The specialist may handle difficult or escalated issues, help develop and deploy employee training content, and perform other lead duties as assigned.

The role manages customer care escalations and address exceptions, coordinates with the Customer Care Supervisor and other pharmacy teams, and documents actions taken to resolve patient problems. It also includes onboarding, training, and mentoring new teammates; helping colleagues triage escalated issues when the supervisor is away; completing assigned projects; and maintaining a specified monthly volume of patient interactions and calls.

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, 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 as required, and notify appropriate parties about the planned resolution.
• Maintain a specified 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.
• Complete projects assigned by the Customer Care Supervisor or pharmacy operations leadership.
• Perform other assigned tasks with attention to detail.

Benefits

• Quarterly incentive bonuses.
• $5,000 sign-on bonus for employees starting before December 31, 2026.
• 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.

What This Job Offers

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