**Job TItle: Pharmacy Technician

Candidates must live in FL, IL, IN, or WI

Bilingual (English and Spanish)

Hours (shift between 7:00am to 6:00pm)

Candidates must have license AND certification** Summary The Customer Care Frontline Specialist serves as the primary point of contact for home dialysis customers, delivering exceptional service and support, ensuring a positive customer experience.

This role is primarily responsible for order placement, resolving customer inquiries, and prescription management.

The specialist collaborates with internal teams to address customer needs while maintaining quality of service, efficiency, and achievement of department goals.

Essential Duties And Responsibilities Process customer orders via telephone accurately and efficiently while ensuring compliance within pharmacy regulations

Obtain and verify customer information to include quantities and usage of products on the customers prescription

Ensure all patient-related interactions are adherent to HIPAA regulations

Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate solutions

Investigate and track product shipments, utilizing UPS website and connecting with our transportation team

Coordinate with internal departments to expedite shipments, release, and/or alternate ship back-ordered items to ensure timely deliveries

Process customer returns and request customer credit in accordance with company policies and procedures

Collaborate with other departments (Routing, Transportation, Sales, Credit & Collections) to resolve customer issues to provide a cohesive customer experience

Meet established performance expectations related to quality, adherence, order accuracy, and service level standards

Maintain the ability to adapt to the changing business needs and customer requirements

Maintain the ability to work remotely utilizing a reliable high-speed wired internet connection

Support business operations by working a flexible schedule within the Customer Care operating hours of 7:00am to 6:00pm CST

Closing shift required to remain available until all customer calls have been answered

Qualifications Strong Customer (Patient) Engagement

Excellent written and verbal communication skills

Ability to work effectively under pressure while maintaining a professional and empathetic demeanor

Attention to detail, problem solving, conflict resolution and organization

Ability to work independently in a remote environment

Proficiency with Microsoft 365, SharePoint, TEAMS

Education And/or Experience Minimum of 2-4 years of customer service and/or call center experience in a clinical setting

Required licensed and certified Pharmacy Technician (CPhT)

High School diploma or equivalent GED required

Associates / Bachelor s degree preferred

Bi-lingual (English and Spanish) required