Director of Pharmacy Customer Service

Florida Cancer Specialists & Research Institute; United (PA); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading cancer care provider is seeking a Director of Pharmacy Customer Service to lead the call center operations, ensuring high-quality service to patients. This role requires a Bachelor's degree and significant experience in customer service and pharmacy management. The ideal candidate will develop policies, train staff, and manage resources efficiently. A commitment to patient care is essential for this position.

Benefits

Competitive salaries

Comprehensive benefits packages

Tuition reimbursement

401-K match

Pet and legal insurance

Qualifications

• High school diploma required.
• Bachelor's Degree preferred.
• Active Registered Florida Pharmacy Technician license required.
• Active National Pharmacy Technician Certification preferred.

Responsibilities

• Develop and implement policies for the call center.
• Oversee day-to-day operations of the call center.
• Ensure high-quality customer service for patients.
• Manage call center budget and resources.
• Train and develop call center staff.
• Monitor call center performance for improvement.

Skills

Analysis & Critical Thinking

Strong interpersonal skills

Effective verbal and written communication

Solid time management

Collaboration skills

Education

Bachelor's Degree

Job description

Job Description:

Job information Director of Pharmacy Customer Service from the Company Florida Cancer Specialists & Research Institute, this latest Director of Pharmacy Customer Service job vacancy is located in the city Remote in United States located in the country United States . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree .

Job Responsibility:

Date Posted: 2025-11-06 Country: United States of America Location: Florida - Remote WHY JOIN FCS At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages. Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance. A LITTLE BIT ABOUT FCS Since 1984, Florida Cancer Specialists & Research Institute & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments, we are committed to providing world-class cancer care.

We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, FCS offers patients access to more clinical trials than any private oncology practice in Florida. Our patients have access to ground-breaking therapies, in a community setting, and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval. Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States.

Summary: The Director of Customer Service is responsible for the overall leadership and management of Rx To Go's contact center. This includes overseeing the day-to-day operations of the call center, ensuring that patients receive high-quality customer service and support, and managing the call center's budget and resources. The Director also plays a key role in developing and implementing new policies and procedures, as well as training and developing call center staff.

PRIMARY TASKS AND RESPONSIBILITIES:

• Develops and implements policies and procedures for the call center, in alignment with the overall goals and objectives of the specialty pharmacy to promote a high-level customer service model for FCS patients.
• Oversee the day-to-day operations of Rx To Go's call center, including scheduling, staffing, and workload management.
• Ensures that patients receive high-quality customer service and support, including timely and accurate responses to inquiries and requests.
• Oversees call center metrics to ensure compliance with Rx To Go accreditations.
• Manages the Rx To Go call center's budget and resources and ensure that they are used efficiently and effectively.
• Train and develop staff and ensure that they have the skills and knowledge necessary to provide excellent customer service.
• Monitor and evaluate the performance of the Rx To Go call center and identify areas for improvement.
• Work closely with other departments within Rx To Go, to promote an optimal experience for FCS patients.

EDUCATION/CERTIFICATIONS & LICENSES:

• High school diploma required
• Bachelor's Degree preferred
• Active Registered Florida Pharmacy Technician license and state of residence is required, if applicable.
• Active National Pharmacy Technician Certification is preferred.

EXPERIENCE:

• Minimum of ten (7) years of customer service and pharmacy experience
• Minimum of five (5) years of management experience in specialty pharmacy customer service

CORE COMPETENCIES, KNOWLEDGE/SKILLS/ABILITIES:

• Analysis & Critical Thinking
• Strong interpersonal skills to include effective verbal and written communication
• Solid time management with the ability to prioritize multiple tasks
• Ability to collaborate across various levels of management, departments and teams
• Comfortable negotiating problems and exploring solutions with physician population

VALUES:

• Patient First - Keeping the patient at the center of everything we do
• Accountability - Taking responsibility for our actions
• Commitment & Care - Upholding FCS vision through every action
• Team - Working together, one team, one mission

Expectations for all Employees Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination, or other potential improprieties to the attention of their management or the human resources department.

EEOC Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at FCS, please email FCS Recruitment ([e-mail]) for further assistance. FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

SCREENINGS - Background, drug, and nicotine screens Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza and COVID-19 vaccines, barring an approved exemption. In addition, FCS is a drug-free workplace, and all new hires will be subject to drug/ nicotine testing.