Job Title: Pharmacy Customer Support Representative / Pharmacy Technician
Job Description
This role supports pharmacy operations by handling high-volume inbound and outbound calls related to prescription refills, medication delivery scheduling, payment arrangements, and general prescription inquiries. The Pharmacy Customer Support Representative / Pharmacy Technician provides exceptional customer service to patients, clinicians, and clients, ensuring accurate information is captured in the system so that medications are processed and delivered safely and on time. The position requires a well-spoken, enthusiastic, and organized professional who can demonstrate empathy, communicate clearly, and work efficiently in a structured call center environment within a large specialty pharmacy setting.
Responsibilities
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Serve as the primary resource for outbound telephone calls to reduce workflow interruptions caused by non-clinical customer inquiries, such as general prescription status updates and financial information.
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Handle a high volume of inbound and outbound calls to schedule medication deliveries and arrange payments, ensuring all information is accurately recorded in the patient profile so distribution can send packages in a timely manner.
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Directly respond to customer inquiries when appropriate, or route calls to the correct staff member or department to ensure prompt resolution and high customer satisfaction.
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Demonstrate empathy and professionalism when speaking with patients, listening carefully to their concerns and addressing them in a supportive and respectful manner.
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Run medical claims as needed and document concise, clear progress notes so other team members can quickly assess the status of referrals and ongoing cases.
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Use the pharmacy management information system to provide accurate information about refill needs, the status of pending or shipped prescriptions, insurance verification, and invoice copies upon request.
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Answer patient questions and concerns during refill scheduling and transfer calls to the clinical team, including pharmacists and nurses, when clinical input or intervention is required.
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Identify and promptly report adverse events (AEs) and product complaints (PCs) to clinicians to support patient safety and regulatory compliance.
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Collaborate with colleagues across pharmacy operations, distribution, and clinical teams to maintain a smooth workflow and positive patient experience.
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Perform data entry related to prescriptions, refills, insurance details, and patient information with a high degree of accuracy and attention to detail.
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Support prior authorization processes and related communications as needed to help patients obtain their medications.
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Provide professional, courteous customer service in every interaction, maintaining a calm and helpful demeanor in a call center environment.
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Perform other duties as assigned, understanding that specific tasks may vary slightly depending on the team or program within the pharmacy.
Essential Skills
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High School Diploma or GED required.
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Associate degree preferred.
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Preferred registered pharmacy technician (Registered Tech).
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One year or more of call center experience.
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Experience working with management information systems to effectively address customer needs.
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Proficiency in Microsoft applications.
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Excellent verbal and written communication skills.
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Ability to consistently show empathy when talking to patients.
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Professional telephone manner with clear, confident, and courteous communication.
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Strong attention to detail, particularly in data entry and documentation.
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Ability to work successfully in a structured, metrics-driven environment.
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Ability to manage multiple tasks in a fast-paced call center setting while maintaining accuracy and quality.
Additional Skills & Qualifications
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Customer service experience preferred, especially in healthcare, pharmacy, or related environments.
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Medical office experience and knowledge of medical terminology preferred.
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Pharmacy experience is a plus but not required (including retail pharmacy or specialty pharmacy exposure).
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Medical claims experience is a plus but not required.
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Experience with prior authorization processes is beneficial.
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Experience in data entry and handling sensitive patient or financial information is advantageous.
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Ability to collaborate effectively with pharmacists, nurses, and other clinical staff.
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Strong organizational skills and the ability to follow established processes and protocols.
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Comfort working with call center technologies, including phone systems and computer-based tools.
Work Environment
This position is based in a call center environment within a large specialty pharmacy operation. Training is conducted onsite from 9:00 a.m. to 6:00 p.m. After training, the permanent schedule runs from 11:30 a.m. to 8:00 p.m., Monday through Friday, with the possibility of rotating Saturdays approximately once a month, accompanied by a weekday off. The role begins as an onsite position, and a hybrid schedule may become available after approximately 90 to 120 days, contingent on meeting established metrics and attendance guidelines. The work relies heavily on telephone communication, computer-based management information systems, and Microsoft applications. The environment is structured and metrics-driven, with clear performance and attendance expectations. This is a temporary-to-permanent opportunity for individuals who consistently meet performance and attendance standards, offering the chance to grow within a specialty pharmacy setting and work closely with a multidisciplinary team focused on patient care and medication access.Experie
Job Type & Location
This is a Contract to Hire position based out of Raleigh, NC.
Pay and Benefits
The pay range for this position is $22.00 - $22.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Raleigh,NC.
Application Deadline
This position is anticipated to close on Aug 5, 2026.
About Actalent
Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
