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Trabajos Customer Service en Illinois

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  • Remote Customer Service Rep
    Remote Customer Service Rep
    hace 3 días
    $23–$27 por hora
    Jornada completa
    Northbrook

    Rate: $27/hr with full benefits POSITION SUMMARY: The remote Customer Service Rep plays a critical role in ensuring the highest level of service and satisfaction for customers and internal pharmacy staff. The Agent plays a critical role in addressing complex, time-sensitive, or unresolved issues escalated from frontline pharmacy call center staff and operations. This position serves as a senior-level support representative, collaborating directly with clinical staff, healthcare providers, and internal pharmacy teams to ensure timely, compliant, and compassionate resolution of advanced inquiries. This role requires a Certified Pharmacy Technician (CPhT) with strong pharmacy knowledge, problem-solving and de-escalation skills, and the ability to manage sensitive interactions with professionalism and urgency while supporting the needs related to pharmacy operations across 13 locations in California, Texas, Illinois, New York, and Ohio. The ideal candidate will have exceptional communication skills, call center experience, a patient- metric mindset, and the ability to work independently in a fast-paced, multi-state environment. Key Responsibilities: Serve as the leading problem resolution analyst between patients, healthcare providers, corporate and internal pharmacy teams. Receive escalated calls/cases from front-line support team regarding delayed, failed fulfillment, high priority complaints, service dissatisfaction and urgent resolution needs. Investigate root cause analysis of escalations and process improvement, utilizing pharmacy systems (EHR, PMS, CRM and other platforms for reporting) Handle inbound and outbound calls, emails, tickets and online messages with professionalism, accuracy, and empathy. Provide detailed information about medication orders, refill requests, delivery timelines, and pharmacy processes. Resolve issues related to delayed shipments, prescription delivery status, and account concerns in a timely and efficient manner. Deliver clear and professional communication to providers, clinics, or internal stakeholders regarding resolution steps and outcomes Accurately document escalation, resolution and actions taken in EHRs or ticketing systems Follow up with patients and providers to ensure satisfaction and close the communication loop. Identify and report recurring issues, trends, and potential service gaps to management.. Remain knowledgeable on approved customer centric talking points as well as updates to policy and process changes across all pharmacy locations. Ensure compliance with HIPAA and all applicable state and federal regulations during every interaction. Required Qualifications: Current and active Certified Pharmacy Technician (CPhT) license. CPhT license in Ohio or ability to obtain multi state licensure in Ohio, Illinois and Texas a plus.

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