Fully Remote Customer Care Pharmacy Tech

NHSHP; Aurora, Northern (IL, KY); Hybrid; USD 35,000 - 65,000; Full time

Job summary

NHSHP is seeking a Fully Remote Customer Care Pharmacy Tech to support home dialysis patients. You will handle order placement, prescription management, and inquiries while ensuring HIPAA-compliant service.

Candidates must hold a valid CPhT license and certification, live in IL/FL/IN/WI, and be bilingual (English/Spanish) preferred. Remote work requires a reliable internet connection and CST business hours from 7:00am to 6:00pm, with closing shifts as needed.

Qualifications

• Must be licensed and certified Pharmacy Technician (CPhT).
• 2-4 years of customer service/start in a clinical setting preferred.
• Bi-lingual English and Spanish preferred; not mandatory.

Responsibilities

• Process customer orders via phone accurately and in compliance with pharmacy regulations.
• Verify customer information, quantities, and usage for prescriptions.
• Ensure HIPAA-compliant patient interactions.
• Resolve inquiries, complaints, and service issues by root-cause analysis.
• Track shipments and coordinate with transportation for timely deliveries.
• Resolve returns and request customer credit per policies.
• Collaborate with Routing, Transportation, Sales, and Credit to ensure seamless service.
• Meet quality, adherence, and order accuracy targets.
• Adapt to changing business needs and remote working requirements.

Skills

Customer engagement

Communication skills

Working under pressure

Attention to detail

Remote work capability

MS 365/SharePoint/Teams

Education

CPhT license/certification

High School diploma or GED

Associates or Bachelor's 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