Pharmacy Lead Customer Care Specialist

Onco360; Louisville (KY); Hybrid; USD 27,000 - 39,000; 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 short & long-term disa

Job summary

Onco360 Pharmacy seeks a Pharmacy Lead Customer Care Specialist in Louisville, KY to oversee customer care interactions and staffing directions for the team. This full-time role may transition to remote work after the onsite training period.

The position requires a Bachelor’s degree and 2+ years in pharmacy operations, with additional experience in customer care preferred. Comprehensive benefits and a competitive starting salary are offered.

Qualifications

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

Responsibilities

• Manage customer care escalations email workflow.
• Coordinate with Customer Care Supervisor to address escalations daily.
• Assign and resolve exceptions in pharmacy operations as directed by leadership.
• Escalate issues to appropriate directors or teams as needed.
• Mentor new teammates and lead triage of escalated issues.
• Support onboarding and training activities for the team.

Skills

Customer service

Problem solving

Verbal & written communication

Education

Bachelor's Degree

Job description

Are you someone looking for professional career growth?

Onco360 Pharmacy is looking for a Pharmacy Lead Customer Care Specialist for our Pharmacy located in Louisville, KY. This is a Full-Time position. May transition to Remote work once Onsite Training Period is complete.

Work Hours

Wed - Fri - 11:30am - 8pm AND Sat & Sun - 9am - 5:30pm EST

Starting Salary

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.

Benefits

• 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 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)