Fully Remote Customer Care Pharmacy Tech

Florida Society of Nephrology; Aurora, Northern (IL, KY); Hybrid; USD 36,000 - 54,000; Full time

Job summary

The Florida Society of Nephrology is seeking a Fully Remote Customer Care Pharmacy Technician to support home dialysis customers by handling orders, inquiries and prescription management. Ensure a positive customer experience while adhering to privacy and regulatory requirements.

Responsibilities include order processing, information verification, HIPAA compliance, shipment tracking, and cross‑department collaboration to resolve issues.

Qualifications

• Must hold licensed and certified Pharmacy Technician (CPhT).
• Must reside in FL, IL, IN, or WI.
• Bilingual English and Spanish preferred but not required.

Responsibilities

• Process customer orders via phone accurately and in compliance with pharmacy regulations.
• Verify customer information including quantities and usage of products on prescriptions.
• Ensure HIPAA-compliant patient interactions.
• Resolve questions, complaints, and service issues by identifying root causes and solutions.
• Investigate and track shipments using UPS and coordinating with transportation team.
• Coordinate with internal departments to expedite shipments and manage back-ordered items.
• Process returns and request customer credit per policies.
• Collaborate with Routing, Transportation, Sales, Credit & Collections to resolve issues.
• Meet performance standards for quality, adherence, order accuracy and service levels.
• Adapt to changing business needs and customer requirements.
• Work remotely with a reliable high-speed wired internet connection.
• Support operations by maintaining a flexible CST schedule 7:00am–6:00pm.

Skills

Customer engagement

Communication skills

Working under pressure

Attention to detail

Remote work ability

Microsoft 365/SharePoint/TEAMS

Education

Pharmacy Technician (CPhT) license

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