Patient Support Representative

Job Description

Job Description

PATIENT SUPPORT REPRESENTATIVE – HEALTHCARE CALL CENTER

LOCATION: Louisville, KY | Hybrid (Onsite Training Required)

COMPENSATION & SCHEDULE

• Pay Rate: $17.00 per hour

• Training Schedule: Monday–Friday, 8:00 AM–4:30 PM, onsite for the first 6–8 weeks or until successful completion of training.

• Permanent Schedule: Monday–Friday, 10:00 AM–6:30 PM, upon successful completion of training.

• Training Location: 5101 Jefferson Commerce Blvd., Louisville, KY 40219

• Work Arrangement: Hybrid after successful completion of training. Employees who do not consistently meet performance requirements may be required to return onsite.

ROLE IMPACT

The Patient Support Representative plays an important role in helping patients, caregivers, and healthcare providers access medications and manage prescription services. This position handles inbound and outbound calls, processes prescription refills, coordinates shipments, and provides accurate information to ensure a positive customer experience. Success requires strong communication, problem-solving skills, attention to detail, and the ability to deliver compassionate, efficient service in a fast-paced healthcare call center.

KEY RESPONSIBILITIES

• Handle inbound and outbound calls from patients, caregivers, and healthcare providers, delivering professional, accurate, and helpful customer service.

• Process prescription refill requests, coordinate medication shipments, and assist callers with pharmacy-related inquiries.

• Resolve customer concerns, identify appropriate solutions, and communicate clear next steps and follow-up information.

• Maintain accurate customer interactions and follow established pharmacy procedures, company policies, and service quality standards.

• Manage multiple tasks efficiently, adapt to changing priorities, and consistently meet performance expectations to maintain hybrid work eligibility.

MINIMUM QUALIFICATIONS

• Pharmacy Board Technician Registration required before or on the first day of employment.

• Ability to type at least 35 words per minute (WPM) and proficiency with Microsoft Office applications.

• Excellent verbal and written communication, interpersonal, customer service, and problem-solving skills, with the ability to work a flexible schedule.

CORE TOOLS & SYSTEMS

• Microsoft Office (Word, Excel, Outlook)

• Inbound and outbound call center systems

• Customer service and case management platforms

• Prescription refill and shipment scheduling systems

• Patient information and pharmacy support systems

PREFERRED SKILLS

• Previous call center, customer service, or high-volume phone support experience.

• Previous healthcare, pharmacy, patient services, or medical customer support experience.

• Strong organizational skills, attention to detail, and ability to independently resolve customer inquiries.

LEGAL NOTICE

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