Customer Service Associate - 408081

Atrium; Bridgewater (MA); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Health/dental/vision insurance

401(k) with company match

Paid time off

Training and development

Career growth opportunities

Job summary

Atrium is seeking a Customer Service Representative in Massachusetts to be the primary contact for patients, providers, and pharmacies. You will handle inquiries about products, orders, and reimbursement programs while ensuring regulatory compliance and privacy standards are maintained.

Responsibilities include documenting interactions, directing customers to appropriate resources, and collaborating with internal teams to resolve issues and fulfill orders.

Qualifications

• 2-5 years of customer service experience in a call center, healthcare, or related environment.
• Proficient in verbal and written communication with a professional demeanor.
• Ability to manage high call volumes and multitask in a fast-paced setting.
• Strong problem-solving skills and attention to detail.
• Proficiency with Microsoft Office and CRM or ticketing systems.
• Capable of handling confidential information with strict compliance.

Responsibilities

• Respond promptly and professionally to inquiries from patients, providers, and pharmacies.
• Provide accurate information on product availability, orders, pricing, and basic product support.
• Support patient access and reimbursement processes by directing to resources and programs.
• Document interactions in the CRM system per regulatory requirements.
• Escalate complex medical or safety reports per protocols.
• Collaborate with sales, logistics, and patient support to resolve issues.

Skills

Customer service

Communication

Multitasking

Problem solving

Attention to detail

CRM systems

Education

High school diploma

Associate/Bachelor degree in Business or Life Sciences

Tools

CRM system

Ticketing systems

Microsoft Office

Job description

Client Overview

We are a leading pharmaceutical organization dedicated to improving patient outcomes through innovative therapies and exceptional service. Our portfolio includes prescription medications, specialty products, and patient support programs that help healthcare professionals and patients manage complex conditions. We foster a collaborative, compliance-driven environment where integrity, quality, and customer focus are at the core of everything we do. Our client is seeking a Customer Service Representative to join their team.

Salary/Hourly Rate

$50k - $65k

Position Overview

The Customer Service Representative will serve as a primary point of contact for patients, healthcare providers, pharmacies, and internal teams. This role is responsible for handling inquiries related to products, orders, reimbursement support, and patient assistance programs while ensuring all interactions comply with pharmaceutical industry regulations and company policies.

Responsibilities Of The Customer Service Representative

• Respond promptly and professionally to inbound calls, emails, and online inquiries from patients, providers, and pharmacies.
• Provide accurate information on product availability, order status, pricing, and basic product support within approved guidelines.
• Support patient access and reimbursement processes by directing customers to appropriate resources and programs.
• Document all interactions in the CRM system in accordance with company and regulatory requirements.
• Escalate complex medical, safety, or adverse event reports to the appropriate internal teams following established protocols.
• Collaborate with sales, logistics, and patient support teams to resolve customer issues and ensure timely order fulfillment.
• Maintain up-to-date knowledge of company products, policies, and compliance standards.
• Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction.
• Handle sensitive patient and prescriber information in strict accordance with HIPAA and privacy regulations.

Required Experience/Skills For The Customer Service Representative

• 2-5 years of customer service experience in a call center, healthcare, or related environment.
• Strong verbal and written communication skills with a professional, empathetic demeanor.
• Proven ability to manage high call volumes and multitask in a fast-paced setting.
• Excellent problem-solving skills and attention to detail.
• Proficiency with Microsoft Office and CRM or ticketing systems.
• Ability to handle confidential information and adhere to strict compliance and privacy standards.
• Strong organizational skills and reliability in following documented processes.

Preferred Experience/Skills For The Customer Service Representative

• Prior experience in pharmaceutical, biotech, healthcare, or medical device customer support.
• Familiarity with pharmacy operations, insurance verification, or patient assistance programs.
• Knowledge of HIPAA, FDA, and other relevant healthcare regulations.
• Experience supporting specialty medications or complex treatment regimens.
• Bilingual (English/Spanish or other languages) a plus.

Education Requirements

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Healthcare Administration, Life Sciences, or a related field preferred.

Benefits

• Competitive pay with performance-based incentives.
• Medical, dental, and vision insurance.
• Company-paid life and disability insurance.
• 401(k) with company match.
• Paid time off and company holidays.
• Employee assistance program and wellness resources.
• Training and professional development opportunities.
• Potential for career growth within a leading pharmaceutical organization.