Job Summary
The Customer Service Representative (CSR) plays a pivotal role in ensuring an exceptional patient experience within a large compound pharmacy setting. This position involves interacting with patients, healthcare providers, and internal teams to address inquiries, process orders, and provide accurate information about custom-compounded medications and services. The CSR will demonstrate professionalism, empathy, and a strong understanding of pharmacy operations. This position reports to the Customer Service Manager and is responsible for the following but not limited to:
Responsibilities
Customer Interaction:
- Answer incoming calls and emails from patients, healthcare providers, and caregivers.
- Provide accurate and clear information regarding compounded medications, services, and prescription processing.
- Resolve customer concerns promptly and professionally, escalating issues to supervisors when necessary.
Prescription Coordination:
- Assist with the intake and processing of prescription orders, ensuring all required information is accurate and complete.
- Verify patient information, insurance details, and prescription validity in compliance with regulations.
Order Management:
- Track and monitor the status of prescriptions and deliveries, ensuring timely updates are provided to customers.
- Coordinate with pharmacists and technicians to ensure accurate preparation and delivery of medications.
Regulatory Compliance:
- Maintain patient confidentiality in adherence to HIPAA regulations and company policies.
- Stay informed about pharmacy and compounding industry regulations to ensure accurate communication.
Problem Solving:
- Address billing, insurance, or payment issues with professionalism and discretion.
- Provide solutions for medication-related concerns, such as delays or substitutions, in collaboration with pharmacists.
Documentation & Reporting:
- Maintain accurate records of customer interactions, inquiries, and resolutions using the pharmacy’s CRM or database system.
- Generate reports on customer service metrics and feedback to support continuous improvement initiatives.
Skills
- Proven experience in customer service or client services, preferably in a call center environment.
- Strong verbal and written communication skills, with the ability to convey information clearly.
- Bilingual abilities are a plus, enhancing communication with diverse clientele.
- Proficient in analyzing customer needs and providing effective solutions.
- Familiarity with sales techniques and strategies is advantageous.
- Ability to type efficiently for data entry tasks while maintaining attention to detail.
- A positive attitude and a commitment to delivering excellent customer experiences.
Education & EXPERIENCE :
- High school diploma or equivalent required; an Associate’s or Bachelor’s degree is preferred but not required.
- A minimum of 2 years’ experience leading others within a Data Entry role or related experience.
- Must possess an active, Pharmacy Technician (Florida) license.
Physical Requirements:
- Prolonged periods of sitting at desk and working on computer.
- Prolonged periods of sitting, computer use, and phone communication.
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Ability to Commute:
- Fort Lauderdale, FL 33312 (Preferred)
Work Location: In person
