Customer Support Rep I

CUSTOMER SERVICE REPRESENTATIVE – PHARMACY OPERATIONS

Location: Onsite – (Cary, NC)

Compensation & Schedule

• Pay Rate: $20.40 per hour

• Schedule: 11:30 AM – 8:00 PM, Monday–Friday or Tuesday–Saturday (rotating Saturdays once a month with weekday off)

• Training: 9:00 AM – 6:00 PM, Onsite for 3–6 weeks

• Employment Type: Temporary-to-Hire

ROLE IMPACT: The Customer Service Representative plays a critical role within Pharmacy Operations, ensuring patients and healthcare providers receive timely, accurate, and empathetic support. This position enhances patient experience through effective communication, scheduling of medication deliveries, and accurate handling of pharmacy-related inquiries. Success in this role is defined by exceptional customer service, attention to detail, and adherence to attendance and quality standards.

KEY RESPONSIBILITIES

• Handle inbound and outbound pharmacy calls, including prescription status, refill coordination, and delivery scheduling.

• Respond to non-clinical inquiries, ensuring calls are routed efficiently to the appropriate team members.

• Run medical claims and document concise progress notes to maintain workflow transparency.

• Provide customer support regarding prescription refills, insurance verification, and invoice requests.

• Demonstrate empathy and professionalism when engaging with patients and healthcare partners.

• Identify and escalate adverse events (AEs) and product complaints (PCs) promptly to clinicians.

• Adhere to company attendance and cell phone policies to maintain high service standards.

MINIMUM QUALIFICATIONS

• High School Diploma or GED required; Associate degree preferred.

• 1+ year of recent call center experience.

• Strong verbal and written communication skills with professional telephone etiquette.

• Proficiency in Microsoft Office applications and management information systems.

• Ability to multi-task and maintain attention to detail in a fast-paced environment.

• Customer service and/or medical office experience preferred.

• Familiarity with pharmacy workflows, medical terminology, or claims processing a plus.

CORE TOOLS & SYSTEMS

• Microsoft Office Suite

• Pharmacy Management Information Systems

• Insurance and Claims Processing Software

• CRM / Call Center Platforms

PREFERRED SKILLS

• Pharmacy or medical claims background

• Experience in healthcare or pharmacy call centers

• Bilingual communication skills

EQUIPMENT & WORK ENVIRONMENT

• Standard office and call center environment (onsite)

• Access to onsite gym

• Must maintain regular attendance and compliance with company policies

PRE-EMPLOYMENT REQUIREMENT

• Background and/or drug screening may be required prior to employment.

LEGAL NOTICE

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