Sr. Patient Support Services Representative (2026-8026) Onsite (Lakeland, FL)

S27a; Lakeland (FL); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Retirement plan options

Paid time off

Paid parental leave

Employee assistance programs

Performance bonuses

Job summary

CareTria is seeking a patient support specialist to enhance satisfaction by handling inbound calls and outbound outreach, assisting physicians and patients, and guiding staff in a collaborative pharmacy program. The role emphasizes problem solving, accuracy, and excellent service.

The position welcomes candidates with call center and administrative experience, pharmacy exposure, and proficiency in Word, Excel, and Outlook. Remote/hybrid work options and comprehensive benefits are available.

Qualifications

• High school diploma or equivalent required; post-high school training is a plus.
• Candidates should have six months of call center experience.
• Six months of administrative duties experience is preferred.
• Pharmacy or medical experience is desired.
• Proficiency with Word, Excel and Outlook is required.

Responsibilities

• Answer inbound phone calls promptly, courteously, and in compliance with regulations.
• Assist staff with questions and problems.
• Identify and analyze issues and resolve patients' concerns.
• Handle difficult situations with effective resolution.
• Provide floor support and training to new representatives as needed.
• Monitor queues to ensure timely completion.
• Complete history reports.
• Reach out via outbound calls to assist with prescriptions per regulations.
• Support pharmacy tasks: enrollment updates, payments, releasing orders, updating demographics.
• Maintain reporting as requested by management.
• Complete other duties as assigned by management.
• Daily assignments may vary.

Skills

Customer service

Call center experience

Administrative duties

Pharmacy or medical experience

Typing 50 wpm

Multitasking

Team player

Independent worker

Problem solving

Communication skills

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls and placing outgoing calls to patients and physicians as assigned, while providing support, mentoring, and floor guidance to Patient Support Services Representatives. Individuals in this position serve as an escalation point of contact for patients calling to enroll in Eagle Pharmacy programs, placing orders/refills, checking on the status of an order, and inquiring about program offerings. Problem solving skills are essential.

KEY RESPONSIBILITIES:

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations

• Assists staff with their questions and problems

• Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures

• Handle difficult people and problems by resolving matters in an effective and timely manner

• Provide floor support

• Monitoring queues to ensure timely completion

• Assist with one-on-one training with new representatives as needed

• Complete History Reports

• Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations

• Provide support to pharmacy through the completion of tasks including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, and written and oral communication with pharmacy staff to ensure completion of prescription orders

• Compile and maintain reporting requirements as requested by the business

• Accurately complete other tasks as assigned by management

• Daily assignments may fluctuate and include any combination of the tasks

  The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• This position requires a high school diploma or equivalent. Having post high school or specialized training is a plus.

• Candidates should have six months of call center experience and six months of administrative duties experience.

• Candidates with pharmacy or medical experience are desired.

• Candidates must be proficient with Microsoft Word, Excel and Outlook.

KNOWLEDGE, SKILLS & ABILITIES:

• Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to incredible service

• Ability to handle multiple activities or interruptions at once

• Ability to perform repetitious work accurately

• Ability to type 50 words per minute

• Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management

• Work independently with little supervision and meet daily deadlines

• Able to work under pressure; ability to multi-task; strong attention to detail; strong desire to resolve problems

• Creative problem solver and effective at conflict resolution

• Computer proficiency to navigate required databases and operate in required software packages

• Excellent communication skills, both written and oral

• Strong interpersonal skills

• Interested in working with people with a strong desire to resolve problems

• Ability to work flexible hours as needed

• Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift

PHYSICAL DEMANDS:

• Work location: Remote, hybrid, or onsite depending on program assignment and geographic location.

• Primarily sedentary role with prolonged periods of sitting.

• Extensive manual dexterity required: keyboarding, mouse operation, and phone use throughout the workday.

• Frequently reaching, handling, and feeling with hands and arms.

• Occasional stooping, kneeling, and crouching.

• Occasional lifting, carrying, or moving of items up to 25 pounds.

• Sufficient vision to review screen details, system data, documentation, and workflow outputs.

• Constant use of phone for communication

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The expected base pay range for this position is $15.00 - 17.00 per hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.