Licensed Pharmacy Technician - Remote

Remote Pharmacy Technician Home Dialysis Customer Care

This role serves as the primary point of contact for home dialysis patients, providing exceptional customer service and prescription support in a fully remote environment. You will handle order placement, resolve customer inquiries, and manage prescriptions while collaborating closely with internal teams to ensure timely deliveries and a consistently positive customer experience. The position focuses on accuracy, compliance with pharmacy and HIPAA regulations, and meeting established performance standards in a high-volume call center setting.

Responsibilities

• Serve as the primary point of contact for home dialysis customers, delivering professional, empathetic, and timely support.
• Process customer orders accurately and efficiently via telephone while ensuring full compliance with pharmacy regulations.
• Obtain and verify customer information, including product quantities and usage as specified on prescriptions.
• Ensure all patient-related interactions comply with HIPAA regulations and maintain strict confidentiality.
• Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate solutions.
• Investigate and track product shipments using carrier tools such as the UPS website and by coordinating with the transportation team.
• Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipments for back-ordered items to ensure timely delivery.
• Process customer returns and request customer credits in accordance with company policies and procedures.
• Collaborate with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and provide a cohesive customer experience.
• Meet established performance expectations related to quality, adherence, order accuracy, and service level standards.
• Adapt to changing business needs and evolving customer requirements while maintaining high service standards.
• Work independently in a remote environment using a reliable high-speed wired internet connection.
• Support business operations by working a flexible schedule within Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Cover closing shifts as needed and remain available until all customer calls in the queue have been answered.
• Handle high call volumes in a fast-paced environment, contributing to a department that manages approximately 2,000 calls per day.
• Participate fully in remote training, apply new knowledge effectively, and transition to handling calls independently after the training period.

Essential Skills

• Active pharmacy technician license from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WI), or Florida (FL).
• Active national pharmacy technician certification from PTCB or NHA.
• Minimum of 24 years of call center experience in a clinical or pharmacy setting.
• High school diploma or equivalent GED.
• Demonstrated experience in order entry and pharmacy-related customer service.
• Strong call center skills, including the ability to manage high call volumes while maintaining quality and professionalism.
• Strong customer and patient engagement skills with a focus on empathy and clear communication.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining a professional and empathetic demeanor.
• Strong attention to detail, including accurate data entry and careful verification of prescription information.
• Proven problem-solving, conflict resolution, and organizational skills.
• Ability to work independently and reliably in a remote environment.
• Proficiency with Microsoft 365, including SharePoint and Microsoft Teams.
• Ability to maintain HIPAA-compliant practices in all interactions and documentation.
• Reliable high-speed wired home internet connection suitable for a call center environment.

Additional Skills & Qualifications

• Associate's or Bachelor's degree is preferred.
• Experience working with dialysis medications or dialysis patients is highly desirable.
• Previous experience in a pharmacy fulfillment or home delivery environment is a plus.
• Experience using shipping and tracking tools, such as carrier websites, to monitor and troubleshoot deliveries.
• Strong time management skills and the ability to adhere to schedules while remaining flexible for business needs.
• Comfort working in a metrics-driven environment with defined quality, adherence, and service level goals.
• Ability to quickly learn and navigate multiple systems and applications in a remote setting.
• Demonstrated reliability and accountability in remote or hybrid work arrangements.

Work Environment

This is a 100% remote position supporting a global healthcare organization focused on vital organ and kidney care therapies. You will work from a dedicated, HIPAA-compliant workspace in your home and may not work from public spaces or open shared areas. A strong, reliable high-speed wired home internet connection is required; hotspot connections are not permitted. The Customer Care operating hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. CST, and you will work an 8-hour shift within this window, most likely between 9:00 a.m.5:00 p.m. or 10:00 a.m.6:00 p.m. Schedules are provided approximately two weeks in advance. Closing shifts require remaining logged in until all calls in the queue have been answered, which supports a high-volume environment where the department handles around 2,000 calls per day. Training is fully remote, lasts approximately six weeks, and typically runs between 8:00 a.m.4:00 p.m. or 8:30 a.m.4:30 p.m., after which you will transition to handling calls independently. You will use tools such as Microsoft 365, SharePoint, Teams, and shipping carrier platforms, and you will collaborate virtually with cross-functional teams in Routing, Transportation, Sales, and Credit & Collections to deliver a cohesive and patient-centered customer experience.

Job Type & Location

This is a Contract to Hire position based out of Milwaukee, WI.

Pay and Benefits

The pay range for this position is $20.67 - $21.15/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 fully remote position.

Application Deadline

This position is anticipated to close on Aug 25, 2026.

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