Customer Support Rep I

Customer Support Representative – Pharmacy Operations

Location - Cary, NC

COMPENSATION & SCHEDULE

• $20.40/hour (W2, contract-to-hire)

• Monday–Friday, 11:30am–8:00pm; rotating Saturdays (one per month) with a weekday off

• Training onsite: 9:00am–6:00pm for 3–6 weeks

ROLE IMPACT: The Customer Support Representative supports Pharmacy Operations by managing inbound and outbound patient communication, coordinating prescription refills, and ensuring accurate documentation within pharmacy systems. Success in this role means minimizing workflow disruptions for clinical teams, improving patient satisfaction, and ensuring timely medication delivery. This position plays a critical role in protecting patient safety, maintaining compliance, and delivering a high-quality customer experience.

Key Responsibilities

• Serve as the primary contact for inbound pharmacy-related calls, including prescription status, refill requests, billing inquiries, and general support

• Schedule medication deliveries and collect or confirm payment information to ensure accurate patient profiles and on-time shipment

• Run medical claims, update patient records, and document concise progress notes within the management information system

• Route clinical questions to pharmacists or nurses and escalate adverse events (AEs) or product complaints (PCs) to appropriate staff

• Provide empathetic, professional customer service while resolving inquiries and maintaining service-level standards

Minimum Qualifications

• 1+ year of recent call center experience

• High school diploma or GED

• Proficiency in Microsoft Office and experience navigating management information systems

Core Tools & Systems

• Pharmacy management systems (prescription processing and refill coordination platforms)

• Medical claims processing systems

• Customer relationship management (CRM) or call tracking systems

• Microsoft Office Suite

Preferred Skills

• Pharmacy or medical office experience

• Knowledge of medical terminology and insurance verification processes

• Strong attention to detail with excellent verbal and written communication skills

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