Certified Pharmacy Technician – Customer Service Manager
Job Summary
The Certified Pharmacy Technician – Customer Service Manager is responsible for leading and managing customer service operations within a high-volume compounding pharmacy environment. This role oversees the customer service team, ensuring provider and patient inquiries are handled accurately, efficiently, and in full compliance with HIPAA and Texas State Board of Pharmacy (TSBP) regulations.
The Customer Service Manager is responsible for team performance, coaching, workflow management, process improvement, and service excellence. This role serves as the connection between customer service operations and internal pharmacy teams to ensure timely resolution of patient and provider needs.
Why This Role Matters
In a compounding pharmacy, customer service is not a traditional call center function. Every interaction directly impacts:
- Patient therapy timelines
- Provider relationships
- Prescription accuracy
- Regulatory compliance
- Overall patient experience
Strong leadership, accountability, and operational oversight are critical to ensuring the team delivers accurate, timely, and professional service.
Key ResponsibilitiesCustomer Service Operations Management
- Manage daily customer service operations, including inbound calls, tickets, provider inquiries, and patient communications
- Oversee team workflow, workload distribution, and queue management to ensure service levels are consistently achieved
- Monitor customer service metrics, including response times, resolution times, ticket volume, and quality performance
- Establish and maintain service standards, processes, and escalation procedures
- Identify operational challenges and implement solutions to improve efficiency and customer experience
- Partner with Pharmacy, Operations, Data Entry, and Leadership teams to resolve issues and improve processes
Team Leadership & Performance Management
- Directly manage, coach, and develop customer service team members
- Conduct regular one-on-one meetings, performance discussions, and coaching sessions
- Provide ongoing feedback to improve communication, accuracy, productivity, and customer service skills
- Establish team goals and monitor performance against expectations
- Support hiring, onboarding, training, and development of new team members
- Create a culture of accountability, teamwork, and continuous improvement
- Address performance concerns through coaching, documentation, and corrective action when needed
Provider & Patient Support Oversight
- Ensure the team provides accurate and professional support to providers and patients regarding prescription status, order tracking, product availability, and general inquiries
- Oversee patient communication processes, including prescription updates, refill eligibility, and order status requests
- Ensure complaints and service concerns are appropriately documented, tracked, and resolved
- Manage escalated provider and patient concerns requiring leadership involvement
- Maintain strong provider relationships through timely and effective communication
HIPAA & Regulatory Compliance
- Ensure all customer service activities comply with HIPAA privacy requirements and patient verification procedures
- Maintain compliance with Texas State Board of Pharmacy regulations applicable to pharmacy operations
- Ensure team members follow proper documentation, communication, and privacy standards
- Identify and escalate potential compliance concerns or risks
- Support audits and compliance reviews related to customer service operations
Workflow & Process Improvement
- Analyze customer service trends, ticket volume, and operational data to identify improvement opportunities
- Develop and improve SOPs, workflows, and team procedures
- Identify bottlenecks impacting patient or provider experience and implement corrective actions
- Partner with leadership on initiatives to improve scalability and operational efficiency
- Support technology improvements and system optimization
Escalation Management
- Serve as the primary escalation point for complex provider and patient concerns
- Investigate issues, coordinate resolution, and ensure appropriate follow-up
- Communicate trends and recurring issues to leadership
- Ensure root cause analysis is completed for significant service issues
QualificationsRequired
- Active Certified Pharmacy Technician (CPhT) certification
- Active Texas Pharmacy Technician registration (TSBP)
- 3+ years of pharmacy, healthcare customer service, or patient support experience
- 1+ years of leadership, supervisory, or management experience
- Strong understanding of HIPAA compliance and patient privacy practices
- Experience managing customer service teams, workflows, or service operations
- Excellent communication, coaching, and problem-solving skills
- Ability to manage competing priorities in a fast-paced healthcare environment
Preferred
- Experience working in a compounding pharmacy (503A/503B) environment
- Experience managing healthcare customer service or pharmacy support teams
- Familiarity with pharmacy systems and prescription workflows
- Experience with ticketing systems such as FreshDesk or similar platforms
- Experience developing SOPs, KPIs, and process improvements
- Background in healthcare operations leadership
Key Competencies
- Leadership presence and ability to motivate teams
- Strong coaching and employee development skills
- Operational ownership and accountability
- Excellent judgment and decision-making ability
- Strong attention to detail and accuracy
- Ability to identify trends and implement solutions
- Patient-first and provider-focused mindset
- Ability to balance compliance, urgency, and service excellence
Work Environment
- Onsite role (not remote)
- Fast-paced healthcare and pharmacy operations environment
- Frequent collaboration with Pharmacy, Operations, and Leadership teams
- Extended computer and communication system use required
- May require flexible scheduling, including extended hours or weekends based on operational needs
Equal Opportunity Employer
Greenwich Rx is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate based on any protected status.
Pay: $35.00 - $40.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
