Fully Remote Customer Care Pharmacy Tech

ISHE; Aurora, Northern (IL, KY); Hybrid; USD 38,000 - 54,000; Full time

Job summary

ISHE is seeking a Fully Remote Customer Care Pharmacy Tech to handle orders, prescriptions, and customer inquiries. You will work between 7:00am and 6:00pm CST, maintain HIPAA-compliant interactions, and ensure accurate order processing while coordinating shipments.

Applicants must be licensed and certified, reside in IL, IN, FL, or WI, and preferably speak English and Spanish. Strong communication and remote-working skills are essential.

Qualifications

• Licensed and certified Pharmacy Technician required.
• Bi-lingual English/Spanish preferred.
• Experience in a clinical setting or call-center environment.
• Ability to work remotely with reliable internet.

Responsibilities

• Process orders and prescription management in a compliant manner.
• Verify customer information and product quantities.
• Maintain HIPAA-compliant patient interactions.
• Resolve inquiries, track shipments, and coordinate back-orders.
• Collaborate with internal departments to ensure timely deliveries.
• Handle returns and credits per company policy.

Skills

Customer engagement

Written & verbal communication

Attention to detail

Remote work capability

Education

High School diploma or GED

Associates / Bachelor’s degree preferred

Tools

Microsoft 365

SharePoint

TEAMS

Job description

Candidates must have license AND certification

Candidates must live in FL, IL, IN, or WI

Prefer but not must Bilingual (English and Spanish)

Fully Remote Customer Care Pharmacy Tech

Hours (shift between 7:00am to 6:00pm)

Summary: The Customer Care Frontline Specialist serves as the primary point of contact for home dialysis customers, delivering exceptional service and support, ensuring a positive customer experience.

This role is primarily responsible for order placement, resolving customer inquiries, and prescription management. The specialist collaborates with internal teams to address customer needs while maintaining quality of service, efficiency, and achievement of department goals.

Essential Duties

• Process customer orders via telephone accurately and efficiently while ensuring compliance within pharmacy regulations
• Obtain and verify customer information to include quantities and usage of products on the customers prescription
• Ensure all patient-related interactions are adherent to HIPAA regulations
• Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate solutions
• Investigate and track product shipments, utilizing UPS website and connecting with our transportation team
• Coordinate with internal departments to expedite shipments, release, and/or alternate ship back-ordered items to ensure timely deliveries
• Process customer returns and request customer credit in accordance with company policies and procedures
• Collaborate with other departments (Routing, Transportation, Sales, Credit & Collections) to resolve customer issues to provide a cohesive customer experience
• Meet established performance expectations related to quality, adherence, order accuracy, and service level standards
• Maintain the ability to adapt to the changing business needs and customer requirements
• Maintain the ability to work remotely utilizing a reliable high-speed wired internet connection
• Support business operations by working a flexible schedule within the Customer Care operating hours of 7:00am to 6:00pm CSTClosing shift required to remain available until all customer calls have been answered

Candidates must have license AND certification

Candidates must live in FL, IL, IN, or WI

Qualifications

• Strong Customer (Patient) Engagement
• Excellent written and verbal communication skills
• Ability to work effectively under pressure while maintaining a professional and empathetic demeanor
• Attention to detail, problem solving, conflict resolution and organization
• Ability to work independently in a remote environment
• Proficiency with Microsoft 365, SharePoint, TEAMS

Education and/or Experience

• Minimum of 2-4 years of customer service and/or call center experience in a clinical setting
• Required licensed and certified Pharmacy Technician (CPhT)
• High School diploma or equivalent GED required
• Associates / Bachelor’s degree preferred
• Bi-lingual (English and Spanish) required