Pharmacy Care Lead - Escalations & Team Mentor

Onco360 Oncology Pharmacy; Louisville (KY); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

401k with match

Paid time off

Paid holidays

Tuition reimbursement

Floating holiday

Referral incentive

Life insurance

Short & long-term disability insurance

Job summary

Onco360 Oncology Pharmacy in Louisville, KY is seeking a Pharmacy Lead Customer Care Specialist to guide patient interactions and resolve issues within the care team. The role requires collaboration with internal teams, patients, and providers, and includes mentoring new teammates and handling escalations.

The ideal candidate has a Bachelor’s Degree and 2+ years in pharmacy operations plus 2+ years in customer care or related fields.

Qualifications

• Bachelor's Degree required for the role.
• Strong customer service and communication skills essential.
• Ability to work independently with minimal guidance.

Responsibilities

• Manage customer care escalations and email workflow.
• Coordinate with Customer Care Supervisor to address daily escalations.
• Assign and resolve exceptions in pharmacy operations as directed by leadership.
• Report to Customer Care Supervisor on potential delays or escalations.
• Escalate issues to pharmacy director, sales, or analytics as needed.
• Collaborate with other teams to resolve issues and document actions taken.
• Maintain required monthly patient interactions and calls.
• Onboard, train, and mentor new teammates in Customer Care.
• Provide leadership support when Supervisor is unavailable.
• Lead projects assigned by Supervisor or leadership in operations.

Skills

Customer service

Problem solving

Verbal and written communication

Independent work

Education

Bachelor's Degree

Job description

Onco360 Oncology Pharmacy in Louisville, KY is seeking a Pharmacy Lead Customer Care Specialist to guide patient interactions and resolve issues within the care team. The role requires collaboration with internal teams, patients, and providers, and includes mentoring new teammates and handling escalations.

The ideal candidate has a Bachelor’s Degree and 2+ years in pharmacy operations plus 2+ years in customer care or related fields.