Customer Service Representative
15 days ago
Lenexa
Job Description Customer Service Representative Customer Operations Role — Midwest Compounders Pharmacy (MWC) Lenexa, Kansas Licensed in Kansas and Missouri 503A Sterile & Non-Sterile Compounding Pharmacy Executive Summary Midwest Compounders Pharmacy (the Company) is seeking a dedicated and detail-oriented Customer Service Representative to serve as the first line of contact for patients and providers across our growing 503A compounding pharmacy. MWC Pharmacy specializes in GLP-1 medications, hormone replacement therapy (HRT), and functional medicine compounding, and holds active DEA registration for the dispensing and handling of controlled substances under Kansas and federal law. The Customer Service Representative will contribute to MWC Pharmacy's success by serving as the primary point of contact when patients and providers require support. Behind every call, ticket, and resolution is someone who understands that the accuracy of a response, the clarity of a communication, and steady follow-through are what keep provider relationships intact and patient outcomes protected. This is not typical call center work—you are an active participant in protecting the pharmacy's provider relationships and ensuring seamless patient experiences in a highly regulated environment. The Customer Service Representative will report to the VP of Provider Success. Organizational Positioning Reports to: VP of Provider Success Works in Coordination With: Pharmacist-in-Charge — escalation of prescription or clinical inquiries Account Management Team — provider relationship coordination and escalation support Pharmacy Operations Staff — order tracking, fulfillment coordination, and shipping verification Billing and Finance — patient billing issues, insurance reconciliation, and payment inquiries Regulatory Context & Compliance Obligations MWC Pharmacy operates as a licensed 503A compounding pharmacy in the State of Kansas and holds an active DEA registration for controlled substances (Schedules II–V). The Customer Service Representative operates within a federally and state-regulated pharmacy environment and must adhere to all applicable laws, regulations, and internal compliance policies at all times. HIPAA & Patient Privacy: This role routinely accesses protected health information (PHI) in the course of supporting patients and providers. All Customer Service Representatives are required to complete HIPAA training prior to accessing pharmacy systems, maintain strict confidentiality of all patient and prescriber information, and adhere to MWC Pharmacy's HIPAA policies and procedures. Any suspected breach or unauthorized disclosure of PHI must be reported immediately to the Privacy Officer or the Pharmacist-in-Charge. Controlled Substance Awareness: While this role does not directly handle, dispense, or verify controlled substances, the Customer Service Representative will interact with patient and provider inquiries that may involve Schedule II–V medications compounded and dispensed by MWC Pharmacy under its DEA registration. All personnel are expected to understand the sensitivity and regulatory significance of controlled substance-related communications and to escalate any concerns, irregularities, or suspected diversion activity to the Pharmacist-in-Charge without delay. Pre-Employment Requirements: This position is contingent upon the successful completion of a pre-employment background check and drug screen conducted pursuant to Kansas state employment laws, including applicable Kansas Board of Pharmacy (KSBOP) requirements and K.S.A. 65-4107 et seq. As a pharmacy operating under DEA registration, MWC Pharmacy maintains the right to conduct background screening consistent with DEA and state pharmacy regulatory requirements for all personnel with access to pharmacy systems, patient records, or the pharmacy premises. Core Responsibilities 1. Patient & Provider Inbound Support Scope: Primary function of the role. The Customer Service Representative is the first point of contact for inbound patient and provider communications across all channels. • Answer inbound calls, emails, and texts from patients regarding billing, payments, prescriptions, refills, and shipping while maintaining professional, empathetic communication at all times, • Assist provider office staff with portal access issues including login troubleshooting, password resets, user access changes, and permission modifications, • Provide troubleshooting support for prescription uploads, system errors, and portal functionality questions, • Access pharmacy operations systems to verify shipment status, locate orders, and confirm fulfillment timelines, • Maintain strict confidentiality and HIPAA compliance in all patient and provider communications 2. Ticket Management & Issue Resolution Scope: Responsible for accurate, timely, and complete ticket documentation across all issues handled by Customer Service. • Manage all inbound tickets in HubSpot Service Hub, categorizing by issue type and priority to support trend analysis and SLA compliance, • Escalate specialized issues to the appropriate internal teams (pharmacy operations, billing, compliance, account management) while meeting defined SLA response and resolution targets, • Follow up on open issues until resolution is confirmed and documented in the ticketing system, • Identify recurring issue patterns and communicate trends to the VP of Provider Success to support process improvement 3. Cross-Functional Coordination Scope: The Customer Service Representative serves as a connective layer between patient-facing service and internal pharmacy operations. • Work cross-functionally between customer-facing service and pharmacy operations to ensure seamless patient and provider experiences, • Serve as a communication bridge between patients and pharmacy staff for order-related inquiries and fulfillment coordination, • Coordinate with Account Managers when provider issues arise that may affect the broader relationship 4. Compliance & Documentation Note: All compliance decisions and regulatory interpretations are subject to PIC authority. Customer Service staff are expected to operate with a compliance-forward mindset at all times. • Adhere to all state and federal regulations applicable to pharmacy support functions, including HIPAA, KSBOP rules, and DEA communication requirements, • Maintain complete and accurate records of all patient and provider interactions in accordance with MWC Pharmacy's documentation standards, • Complete all required compliance training including HIPAA, Cultural Competency, and pharmacy-specific programs via the PAAS National training platform, • 100% HIPAA training completion prior to accessing pharmacy systems, • 95% first-contact resolution rate on standard patient and provider inquiries, • 100% ticket documentation accuracy and completeness in HubSpot, • SLA response and resolution targets met per defined priority levels, • Zero confirmed HIPAA breaches or unauthorized PHI disclosures attributable to this role, • Zero escalated complaints from providers attributable to unresolved Customer Service issues System Classification Function Compounder Rx Primary — Patient-Billed Order entry, patient records, and prescription workflow for patient-billed prescriptions Lifefile Primary — Clinic-Billed Order entry, patient records, and prescription workflow for clinic-billed prescriptions HubSpot Service Hub CRM & Ticketing Customer ticket management, provider communication tracking, SLA monitoring, and issue trend analysis Pestle Rx Compliance & Operations Incident reports, daily cleanings, compliance tracking, and operational documentation PAAS National Compliance Training Staff compliance training platform supporting HIPAA, Cultural Competency, and other required pharmacy training Compliancy Group HIPAA Compliance HIPAA compliance management, risk assessments, policy enforcement, and staff training coordination BOX Document Repository Secure cloud-based document storage, file sharing, and internal document management Compensation & Benefits Compensation Structure Hourly Rate $23–$26 per hour Employment Type Full-time, non-exempt. At-will employment. Hours Monday – Friday, standard business hours Benefits: • 2 weeks paid time off (PTO), • Company-observed holidays, • Medical, Dental, & Vision Insurance, • 401(k), • Employee discount Ideal Candidate Profile Required: • 1–2 years of experience in customer service, healthcare support, or a call center environment, • Demonstrated problem-solving skills under pressure—ability to remain calm and solution-oriented when patients are frustrated or providers are confused, • Strong communication clarity—ability to explain complex prescription and billing issues in simple, professional terms, • Attention to detail—ability to identify and flag errors before they escalate (incorrect shipping addresses, dosage discrepancies, etc.), • Comfort navigating both office and pharmacy environments, including the ability to coordinate with pharmacy technicians and operations staff to track and resolve order issues, • Tech proficiency—ability to learn new software quickly (HubSpot, Lifefile, PK Software) and guide users through systems remotely, • Proficient in Microsoft Office Suite and email management systems, • Ability to commute to or relocate to Lenexa, KS 66215 prior to starting work, • Experience with ticketing systems such as HubSpot, Zendesk, or Freshdesk, • Compounding pharmacy or pharmacy operations experience (willingness to learn is equally valued), • Familiarity with GLP-1 medications, HRT, or specialty pharmacy products Empathy Without Over-Involvement: You genuinely care about patients and providers and bring warmth to every interaction—without absorbing their stress or compromising professionalism. Ownership Mentality: You follow through until issues are fully resolved. You do not close a ticket until the problem is solved. Compliance-Forward: You understand that working in a DEA-registered, HIPAA-regulated pharmacy environment requires strict adherence to policies and a proactive approach to identifying and escalating compliance concerns. Communication Precision: You communicate clearly, concisely, and professionally with patients, providers, and internal teams in all formats. Team Player: You communicate proactively and keep cross-functional partners informed. You do not work in silos. Process-Oriented: You document your work, follow established workflows, and contribute to improving processes over time. Work Location & Logistics • Full-time, on-site position — Lenexa, KS 66215, • Monday – Friday, standard business hours, • Must be local or able to commute to Lenexa, KS 66215 prior to starting work All offers of employment are contingent upon the successful completion of a pre-employment background check and drug screen, conducted in accordance with Kansas state employment laws, K.S.A. 65-4107 et seq., and applicable Kansas Board of Pharmacy (KSBOP) regulatory requirements. MWC Pharmacy, as a DEA-registered pharmacy licensed in the State of Kansas, reserves the right to conduct background screening for all personnel consistent with applicable DEA, federal, and state pharmacy law requirements