Customer Support Specialist

House Rx, Inc.; San Francisco (CA); On-site; USD 57,000 - 69,000; Full time

Job summary

House Rx, Inc. is looking for a Customer Support specialist to help patients access specialty medications.

You will triage, prioritize, and resolve incoming requests from external customers using the House Rx product suite, collaborating with engineering, clinical operations and customer success to ensure timely resolution. You will become a subject matter expert on the House Rx pharmacy management workflows to educate users and improve the product experience, while maintaining empathy and

Qualifications

• 3+ years experience in Specialty Pharmacy Operations or similar.
• Comfortable navigating pharmacy management and EMR systems.
• Excellent verbal and written communication with customers.

Responsibilities

• Triage, prioritize, and resolve incoming support tickets and phone calls from customers using the support platform.
• Communicate responsively and empathetically with customers to ensure timely resolution.
• Categorize support requests and feedback to surface themes for product improvements.
• Become a subject matter expert of the House Rx pharmacy management system and educate users on products and workflows.

Skills

Customer support

Pharmacy operations

EMR systems

Communication

Organization

Problem-solving

Tools

EMR systems

Job description

We're looking for a Customer Support specialist to help us make specialty medications more accessible and affordable for patients. Keep reading to learn more about the role, our team, and why House Rx is the right next step in your career.

About the Role

This role will play an integral part in supporting our customers post-launch. Your primary focus will be to organize, triage, and resolve requests from external customers utilizing the House Rx product suite. You get to work collaboratively with engineering, clinical operations and customer success to help resolve user requests in a timely manner and ensure a positive customer experience.

What You'll Do

• Triage, prioritize, and resolve incoming support tickets and phone calls from customers, utilizing our support management platform, while proactively communicating with the support team to ensure timely updates, efficient collaboration, and resolution of complex issues.
• Communicate in a responsive and empathetic manner with our customers, ensuring requests are followed up on and resolved in a timely manner.
• Categorize support requests and customer feedback to help surface larger themes and areas for improvement that would enhance our customers’ product experience.
• Become a subject matter expert of the House Rx pharmacy management system and workflows in order to best support and educate users on our products and services.

About You

• 3+ years experience with Specialty Pharmacy Operations or similar. Experience with House Rx platform preferred.
• Comfortable navigating pharmacy management and EMR systems and learning new technology quickly.
• Positive and collaborative problem-solver with a passion for working with customers to improve their experience
• Clear communicator (verbal and written) who is able to build a positive rapport with customers and team members in various roles
• Well organized under pressure and able to effectively prioritize requests that may fluctuate rapidly in both scope & quantity
• Maintain a calm, empathetic and solutions-oriented approach when stressful situations arise
• Has a clear understanding that the outcomes of the role directly impact patient care, and is motivated to solve customer issues efficiently and quickly
• Very comfortable in an external facing role taking inbound calls from customers and addressing their feedback

Why You Should Join Our Team

A career at House Rx offers the chance to work with a talented group of entrepreneurs, healthcare professionals, and technology builders who are passionate about improving specialty care and making it easier for patients to access the medication that they need.

At House Rx, we strive to build and maintain an environment where employees from all backgrounds are valued, respected and have the opportunity to succeed. You'll find a culture that supports open communication, embracing failure as a learning opportunity, and always being open to new ideas-no matter how radical. We’re committed to creating a positive and collaborative culture to achieve our mission, all while supporting our team members in all aspects of their lives—at home, at work and everywhere in between.

We're backed by forward-thinking investors committed to transforming healthcare, including Bessemer Venture Partners, First Round Capital, LRV Health, NEA, Town Hall Ventures, Khosla Ventures, Maverick Ventures, 1984.vc, and Character.

Expected Full-Time Base Salary Starting At: $63,000
The actual base salary/wage will depend on several factors, including experience, knowledge, and skills. Actual compensation packages may include other elements, equity, paid time off and benefits.