Pharmacy Technician
2 days ago
Cary
Job DescriptionJob Title: Customer Support Representative – Pharmacy Operations Job Description This role supports pharmacy operations by handling high volumes of inbound and outbound calls, scheduling medication refills and deliveries, and ensuring patients, clinicians, and clients receive accurate information and exceptional service. The Customer Support Representative maintains up-to-date patient profiles, coordinates payment and insurance details, and helps ensure prescriptions are processed and delivered accurately and on time. The position requires a well-spoken, enthusiastic, and organized professional who can demonstrate empathy and provide a consistently high level of customer service. Responsibilities • Handle inbound and outbound pharmacy calls to support patients, clinicians, and clients with prescription-related inquiries., • Serve as the primary resource for outbound calls to address non-clinical customer inquiries, such as general prescription status and financial information, minimizing workflow interruptions for clinical staff., • Schedule medication refills and deliveries, confirming addresses, delivery preferences, and payment details so that patient profiles contain accurate and complete information., • Directly respond to customer inquiries when appropriate, and route calls to the appropriate staff or clinical team to ensure prompt resolution and high customer satisfaction., • Demonstrate empathy and professionalism when speaking with patients, especially those with complex or sensitive needs., • Run medical claims and update concise, accurate progress notes so other team members can quickly assess the status of referrals and prescriptions., • Use the management information system to provide customer service, including answering questions about refill needs, pending or shipped prescriptions, and insurance verification, and providing copies of invoices upon request., • Answer patient questions and concerns during refill scheduling and transfer calls to pharmacists or nurses when clinical input is required., • Identify and report adverse events and product complaints to clinicians in a timely manner to support patient safety and regulatory compliance., • Perform accurate data entry related to prescriptions, claims, insurance information, and patient records., • Collaborate with pharmacy and call center teams to maintain efficient workflows and meet service level and quality metrics., • Perform other duties as assigned, which may vary slightly depending on the specific team or program requirements.Essential Skills, • Registered Pharmacy Technician with eligibility to practice in the relevant state (Registered Pharmacy Tech with NC noted in the input)., • Pharmacy technician certification., • Experience working in a pharmacy or related healthcare setting, such as retail pharmacy or pharmacy operations., • Customer service experience, preferably in a call center or high-volume phone environment., • Experience with management information systems used for pharmacy, claims, or patient data., • Proficiency with Microsoft applications, including basic to intermediate skills in tools such as Outlook, Word, and Excel., • Strong verbal and written communication skills, with a professional telephone manner., • Demonstrated ability to show empathy when talking to patients and handle sensitive conversations with care., • Strong attention to detail and accuracy in data entry and documentation., • Familiarity with medical claims and insurance processes., • Ability to handle multiple tasks in a fast-paced call center environment while maintaining quality and compliance.Additional Skills & Qualifications, • Prior authorization experience in a pharmacy, medical office, or insurance environment., • Retail pharmacy experience., • Call center experience in a healthcare or pharmacy setting., • Customer service experience in any industry, with a focus on phone-based support., • Medical office experience or knowledge of medical terminology., • Pharmacy experience, even if not in a technician role, is considered a plus., • Medical claims experience is a plus, including working with insurance verification and billing., • Insurance-related experience, such as verifying coverage, explaining benefits, or resolving claim issues., • Strong data entry skills with a focus on speed and accuracy., • Ability to meet performance metrics and attendance guidelines to qualify for potential hybrid work arrangements., • Comfort using multiple systems and applications simultaneously while assisting patients over the phone.Work Environment This position is based in a call center environment focused on pharmacy operations and patient support. Training takes place onsite, with a training schedule typically from 9:00 a.m. to 6:00 p.m. The permanent schedule is generally 11:30 a.m. to 8:00 p.m., Monday through Friday, with the possibility of rotating Saturdays once a month and a weekday off in exchange. The role operates primarily onsite, with the potential for a hybrid schedule after approximately 90 to 120 days, contingent upon meeting performance metrics and attendance guidelines. The position is structured as a temporary-to-permanent opportunity for individuals who consistently meet established standards. The work involves extensive use of telephones, management information systems, and Microsoft applications in a structured, metrics-driven call center setting. Job Type & Location This is a Contract position based out of Cary, 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 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 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. 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 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.