Pharmacy Lead Customer Care Specialist

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

Position:Pharmacy Lead Customer Care Specialist

Location: Louisville, KY

Job Id:5970

# of Openings:1

Are you someone looking for professional career growth?Onco360 Pharmacy is looking for a PharmacyLead Customer Care Specialistfor our Pharmacy located in Louisville, KY. This is a Full-Timeposition. May transition to Remote work once Onsite Training Period is complete.

**Starting salary at $24/hr and up**We also offer quarterly incentive bonuses.

Sign-On Bonus: $5,000 for employees starting before December 31, 2026.

We offer a variety of benefits including:

• 401k with a match
• Paid Time Off and Paid Holidays
• Tuition Reimbursement
• Floating Holiday
• Referral Incentive
• Paid Life, and short & long-term disability insurance

Pharmacy Lead Customer Care Specialist Summary

The lead customer care specialist will work with internal teams, patients and providers to monitor and resolve all customer care issues. The customer care lead will also be responsible for monitoring and providing staffing directions to the leadership team to ensure all assignments of the vertical are handled to appropriate and timely resolution. They may be assigned more difficult and/or escalated customer care issues, assist with employee training content development and deployment, and other lead duties as assigned.

Pharmacy Lead Customer Care Specialist Major Responsibilities

• Manages the customer care escalations email workflow.
• Works with the Customer Care Supervisor to ensure all team escalations are addressed daily.
• Assigns and works to complete all 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 all issues to the proper pharmacy director, sales team rep or analytics team.
• Works with other functional areas to resolve customer problems, documenting as required, and notifies appropriate parties as to what action will be taken to resolve the problem.
• Performs other tasks as assigned and exhibits attention to detail on all tasks.
• Will need to maintain a specific number of patient interactions and calls each month.
• Onboarding, training, and mentoring new teammates who join Customer Care.
• Serve as a leader on the team who can answer questions and help teammates triage escalated issues while Customer Care Supervisor is away.
• Works all projects that are assigned by the Customer Care Supervisor or leadership in pharmacy operations.

Education/Learning Experience

• Required: Bachelor’s Degree

Work Experience

• Required: 2+ years of pharmacy operations
• Desired: 2+ years of customer care, outbound / inbound, patient satisfaction, or other equivalent experience

Skills/Knowledge

• Required: Customer service, problem solving, and excellent verbal and written communication skills. The ability to work independently with little to no guidance.

Licenses/Certifications

• Required: State Pharmacy Technician (as required) and national Pharmacy Technician certification (PTCB or equivalent)