Pharmacy Lead, Customer Care & Escalations (Hybrid)

Onco360; Woodridge (IL); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental & Vision insurance

401k with a match

Paid Time Off and Paid Holidays

Tuition Reimbursement

Paid Volunteer Day

Floating Holiday

Referral Incentive

Paid Life and disability insurance

Job summary

Onco360 Pharmacy in Woodridge, IL is seeking a Pharmacy Lead Customer Care Specialist to oversee patient and provider interactions, monitor escalations, and guide staffing with the leadership team. The role requires collaboration across pharmacy operations and customer care to ensure timely resolutions.

The position is full-time with a possibility of remote work after onsite training. The role emphasizes leadership, training, and maintaining a steady level of patient contacts each month, with

Qualifications

• Bachelor's degree required.
• 2+ years of pharmacy operations experience.
• 2+ years in customer care or related roles.

Responsibilities

• Manages the customer care escalations email workflow.
• Works with the Customer Care Supervisor to ensure all team escalations are addressed daily.
• Assigns and completes address exceptions provided by leadership in pharmacy operations.
• Reports to the Customer Care Supervisor on any items that may cause exceptions/escalations not to be completed.
• Escalates issues to the proper pharmacy director, sales team rep or analytics team.
• Resolves customer problems with documentation and coordination across teams.
• Onboards, trains and mentors new teammates joining Customer Care.
• Serves as a team leader and answers questions during supervisor absence.
• Works on projects assigned by Customer Care Supervisor or leadership.

Skills

Customer service

Problem solving

Communication skills

Education

Bachelor's Degree

Job description

Onco360 Pharmacy in Woodridge, IL is seeking a Pharmacy Lead Customer Care Specialist to oversee patient and provider interactions, monitor escalations, and guide staffing with the leadership team. The role requires collaboration across pharmacy operations and customer care to ensure timely resolutions.

The position is full-time with a possibility of remote work after onsite training. The role emphasizes leadership, training, and maintaining a steady level of patient contacts each month, with