Pharmacy Customer Service Technician

GoGoMeds West; Scottsdale (AZ); Sur place; USD 25 000 - 33 000; Plein temps

Résumé du poste

GoGoMeds West is seeking a Pharmacy Customer Service Specialist to support patients, prescribers, pharmacy partners and internal teams by resolving prescription and order-related issues in a fast-paced mail-order pharmacy environment.

The specialist uses Slack as the primary internal communication channel and coordinates with pharmacists, technicians, fulfillment, billing, inventory, quality, and shipping teams to keep prescriptions moving efficiently through the workflow.

Qualifications

• High school diploma or equivalent.
• Active Pharmacy Technician registration/licensure as required by state law.
• 1+ year of experience in customer service, healthcare, pharmacy, fulfillment, or order support.
• Strong written and verbal communication skills.
• Experience using business communication platforms such as Slack.
• Strong computer, multitasking, and problem-solving skills.
• Ability to handle confidential information and work effectively in a fast-paced environment.

Responsabilités

• Respond to prescription, order, and shipping inquiries via Slack, phone, email, and other approved channels.
• Research and resolve issues related to prescription processing, refills, missing information, billing, fulfillment, and delivery.
• Coordinate with pharmacy, fulfillment, billing, and operations teams to resolve customer issues.
• Escalate clinical questions, compliance concerns, and high-priority issues to the appropriate team.
• Monitor orders through intake, fulfillment, and shipping.
• Provide accurate status updates to patients, prescribers, and internal stakeholders.
• Investigate and resolve delayed, damaged, missing, or incorrectly delivered orders.
• Maintain ownership of issues through resolution and follow established escalation procedures.
• Deliver professional, empathetic, and solution-focused customer service.
• Communicate pharmacy processes, order requirements, and expected timelines clearly and accurately.
• De-escalate customer concerns and ensure a positive customer experience.
• Accurately document customer interactions, actions taken, and issue resolutions.
• Maintain HIPAA compliance and protect patient confidentiality.
• Follow company policies, pharmacy procedures, and quality standards.
• Use Slack and other internal tools to communicate, manage workflows, and support cross-functional teams.
• Identify recurring issues and communicate trends or process improvement opportunities.

Connaissances

Customer service

Communication skills

Slack experience

Problem solving

Multitasking

Confidentiality handling

Formation

High school diploma or equivalent

Active Pharmacy Technician registration/licensure

Outils

Slack

Pharmacy management systems

CRM / Order management systems

Shipping/tracking systems

Description du poste

Position Summary

The Pharmacy Customer Service Specialist supports patients, prescribers, pharmacy partners, and internal team members by resolving prescription and order-related issues in a fast-paced mail-order pharmacy environment.
This position uses Slack as the primary internal communication and issue-management platform. The specialist coordinates with pharmacists, pharmacy technicians, fulfillment, billing, inventory, quality, and shipping teams to provide timely updates, troubleshoot order problems, and help prescriptions move efficiently through the pharmacy workflow.
The ideal candidate is responsive, organized, detail-oriented, comfortable working across multiple systems, and able to communicate professionally about sensitive prescription and patient-service matters.

Essential Duties and Responsibilities
Prescription Support

• Respond to prescription, order, and shipping inquiries via Slack, phone, email, and other approved channels.
• Research and resolve issues related to prescription processing, refills, missing information, billing, fulfillment, and delivery.
• Coordinate with pharmacy, fulfillment, billing, and operations teams to resolve customer issues.
• Escalate clinical questions, compliance concerns, and high-priority issues to the appropriate team.
• Monitor orders through intake, fulfillment, and shipping.
• Provide accurate status updates to patients, prescribers, and internal stakeholders.
• Investigate and resolve delayed, damaged, missing, or incorrectly delivered orders.
• Maintain ownership of issues through resolution and follow established escalation procedures.

Customer Communication

• Deliver professional, empathetic, and solution-focused customer service.
• Communicate pharmacy processes, order requirements, and expected timelines clearly and accurately.
• De-escalate customer concerns and ensure a positive customer experience.

Documentation & Compliance

• Accurately document customer interactions, actions taken, and issue resolutions.
• Maintain HIPAA compliance and protect patient confidentiality.
• Follow company policies, pharmacy procedures, and quality standards.
• Use Slack and other internal tools to communicate, manage workflows, and support cross-functional teams.
• Identify recurring issues and communicate trends or process improvement opportunities.

Required Qualifications

• High school diploma or equivalent.
• Active Pharmacy Technician registration/licensure as required by state law.
• 1+ year of experience in customer service, healthcare, pharmacy, fulfillment, or order support.
• Strong written and verbal communication skills.
• Experience using business communication platforms such as Slack.
• Strong computer, multitasking, and problem-solving skills.
• Ability to handle confidential information and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience in retail, specialty, mail-order, or compounding pharmacy.
• Experience with pharmacy management, prescription processing, CRM, or order management systems.
• Familiarity with HIPAA, medication fulfillment, and pharmacy workflows.
• Experience with shipping and package tracking systems.