Customer Svc Rep

OPTIMAL BALANCE PHARMACY LLC; Houston (TX); On-site; USD 23,419 - 30,307; Full time

Job summary

OPTIMAL BALANCE PHARMACY LLC in Houston, TX is seeking a Customer Service Representative to be the first contact for patients and healthcare partners. You will manage inbound/outbound communications, verify prescription information, and support prescription fulfillment while ensuring a patient-friendly experience.

The role requires 2+ years of healthcare customer service, excellent communication, and strong attention to detail. HIPAA/compliance and pharmacy regulatory knowledge are essential.

Qualifications

• High school diploma or GED required.
• Minimum 2 years of customer service experience, preferably in healthcare/pharmacy.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with Microsoft Office and computer-based systems.
• Ability to learn pharmacy software and CRM platforms.
• Strong problem-solving and conflict-resolution skills.
• Professional demeanor with a patient-centered approach.

Responsibilities

• Answer calls, emails, text messages, and other communications from patients and providers.
• Assist patients with prescription status, order processing, payments, shipping updates, refills.
• Collect and verify patient demographics and prescription information.
• Enter and update patient information in the pharmacy system.
• Coordinate with pharmacists to resolve prescription questions and expedite orders.
• Communicate delays, missing information, and shipping updates to patients/providers.
• Process payments and assist with billing questions.
• Schedule deliveries and coordinate shipment tracking.
• Maintain documentation of all customer interactions in the system.
• Ensure HIPAA/compliance with pharmacy regulations and policies.
• Identify concerns and elevate to pharmacist as needed.
• Participate in quality improvement to enhance patient experience.
• Perform additional administrative duties as assigned.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time OPTIMAL BALANCE PHARMACY LLC, Houston, TX, US

7 days ago Requisition ID: 1005

Salary Range: $16.50 To $22.00 Hourly

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for patients, providers, and healthcare partners, delivering exceptional customer service while supporting the prescription fulfillment process. This role is responsible for managing inbound and outbound communications, processing prescription information, coordinating with pharmacy staff, and ensuring an outstanding patient experience while maintaining compliance with HIPAA and all applicable pharmacy regulations.

Essential Duties and Responsibilities

• Answer incoming calls, emails, text messages, and other communications from patients, providers, and clinics in a courteous, professional, and timely manner.
• Assist patients with prescription status, order processing, payment inquiries, shipping updates, refill requests, and general pharmacy questions.
• Collect and verify patient demographic and prescription information for accuracy.
• Enter and update patient information within the pharmacy management system.
• Coordinate with pharmacists and pharmacy technicians to resolve prescription-related questions and expedite order processing.
• Communicate prescription delays, missing information, prior authorization needs, and shipping updates to patients and providers.
• Process payments and assist patients with billing questions.
• Schedule deliveries and coordinate shipment tracking when applicable.
• Maintain detailed documentation of all customer interactions within the pharmacy system.
• Ensure compliance with HIPAA, state and federal pharmacy regulations, and company policies.
• Identify customer concerns and elevate clinical or complex issues to the pharmacist as appropriate.
• Participate in quality improvement initiatives to enhance the patient experience.
• Perform additional administrative duties as assigned.

Required Qualifications

• High school diploma or GED required.
• Minimum of 2 years of customer service experience, preferably in healthcare, pharmacy, medical office, or call center environments.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with Microsoft Office and computer-based systems.
• Ability to learn pharmacy software and CRM platforms.
• Strong problem-solving and conflict-resolution skills.
• Professional demeanor with a patient-centered approach.

Preferred Qualifications

• Experience working in a compounding, specialty, or retail pharmacy.
• Knowledge of pharmacy terminology and prescription workflow.
• Experience with pharmacy management software.

Knowledge, Skills, and Abilities

• Exceptional customer service and interpersonal skills.
• Ability to maintain confidentiality and safeguard protected health information.
• Ability to work independently while collaborating effectively with team members.
• Strong critical thinking and decision-making skills.
• Ability to adapt to changing priorities and workload demands.

Physical Requirements

• Prolonged periods of sitting while working at a computer.
• Frequent use of telephone and keyboard.
• Ability to occasionally lift up to 20 pounds.
• Ability to communicate effectively with patients, providers, and coworkers.
• Office-based pharmacy setting.
• Fast-paced, team-oriented environment.
• Regular interaction with patients, healthcare providers, pharmacists, and pharmacy technicians.

Core Competencies

• Customer Focus
• Communication
• Accountability
• Teamwork
• Attention to Detail
• Integrity and Confidentiality
• Time Management
• Professionalism

Performance Expectations

Success in this position is measured by:

• Patient satisfaction and service quality
• Accuracy of data entry and documentation
• Timely response to customer inquiries
• Compliance with HIPAA and pharmacy regulations
• Team collaboration and communication
• Achievement of productivity and quality metrics