Fully Remote Customer Care Pharmacy Tech

Sarasota Memorial Hospital; Aurora, Northern (IL, KY); Hybrid; USD 38,000 - 52,000; Full time

Job summary

Sarasota Memorial Hospital is seeking a fully remote Customer Care Pharmacy Tech to serve home dialysis customers. You will handle orders, prescription management, and inquiries, while ensuring HIPAA-compliant, high-quality service.

This role supports cross-functional teams and requires flexibility within 7:00am–6:00pm CST hours, with closing shifts as needed. Qualified candidates have a CPhT license, 2–4 years in clinical customer service, and bilingual English/Spanish.

Qualifications

• Minimum 2-4 years of customer service in a clinical setting.
• Licensed and certified Pharmacy Technician (CPhT) required.
• Bi-lingual (English & Spanish) required.

Responsibilities

• Process customer orders via phone accurately while complying with pharmacy regulations.
• Verify customer information including quantities and usage of prescribed products.
• Ensure HIPAA-compliant patient interactions.
• Resolve inquiries, complaints, and service issues with root-cause analysis.
• Coordinate with internal teams to expedite shipments and manage back-ordered items.
• Process returns and request customer credits per policy.
• Collaborate across Routing, Transportation, Sales, Credit & Collections for a cohesive experience.
• Meet performance standards for quality, adherence, order accuracy, and service level.

Skills

Customer engagement

Written & verbal communication

Pressure management

Attention to detail

Remote work

Microsoft 365/SharePoint/TEAMS

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