Job Title: Fully Remote Customer Care Pharmacy Tech (Must Have-CPhT)
Candidates must live in FL, IL, IN, or WI
Payrate: $20.67 - $21.15/ Hour on w2
Location: 1 Baxter Parkway, Deerfield, IL, 60015
Shift: Shift between 7:00am to 6:00pm
Description:
Candidates must have license AND certification
Candidates must live in FL, IL, IN, or WI
Hours (shift between 7:00am to 6:00pm)
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:
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
Select Source International (SSI) is a distinguished workforce solutions provider with nearly 25 years of experience delivering top-tier staffing, recruiting, and managed services. Based in Minneapolis, Minnesota, SSI has established itself as a global leader, serving a broad, diverse clientele across industries with unwavering dedication and excellence.
As a trusted partner, we bring a wealth of expertise and best-in-business differentiators to comprehensively support your evolving workforce needs. SSI is ISO 9001, ISO 14001, and SOC 2 Type II certified, underscoring our strict commitment to quality, environmental responsibility, and data security. Our industry-leading capabilities are further validated by numerous awards in sustainability and supplier diversity.