Pharmacy Technician

Job Title: Pharmacy Customer Support Representative / Pharmacy Technician
Job Description
This role supports pharmacy operations by handling high-volume inbound and outbound calls related to prescription refills, medication delivery scheduling, payment arrangements, and general prescription inquiries. The Pharmacy Customer Support Representative / Pharmacy Technician provides exceptional customer service to patients, clinicians, and clients, ensuring accurate information is captured in the system so that medications are processed and delivered safely and on time. The position requires a well-spoken, enthusiastic, and organized professional who can demonstrate empathy, communicate clearly, and work efficiently in a structured call center environment within a large specialty pharmacy setting.
Responsibilities

• Serve as the primary resource for outbound telephone calls to reduce workflow interruptions caused by non-clinical customer inquiries, such as general prescription status updates and financial information.
• Handle a high volume of inbound and outbound calls to schedule medication deliveries and arrange payments, ensuring all information is accurately recorded in the patient profile so distribution can send packages in a timely manner.
• Directly respond to customer inquiries when appropriate, or route calls to the correct staff member or department to ensure prompt resolution and high customer satisfaction.
• Demonstrate empathy and professionalism when speaking with patients, listening carefully to their concerns and addressing them in a supportive and respectful manner.
• Run medical claims as needed and document concise, clear progress notes so other team members can quickly assess the status of referrals and ongoing cases.
• Use the pharmacy management information system to provide accurate information about refill needs, the status of pending or shipped prescriptions, insurance verification, and invoice copies upon request.
• Answer patient questions and concerns during refill scheduling and transfer calls to the clinical team, including pharmacists and nurses, when clinical input or intervention is required.
• Identify and promptly report adverse events (AEs) and product complaints (PCs) to clinicians to support patient safety and regulatory compliance.
• Collaborate with colleagues across pharmacy operations, distribution, and clinical teams to maintain a smooth workflow and positive patient experience.
• Perform data entry related to prescriptions, refills, insurance details, and patient information with a high degree of accuracy and attention to detail.
• Support prior authorization processes and related communications as needed to help patients obtain their medications.
• Provide professional, courteous customer service in every interaction, maintaining a calm and helpful demeanor in a call center environment.
• Perform other duties as assigned, understanding that specific tasks may vary slightly depending on the team or program within the pharmacy.

Essential Skills

• High School Diploma or GED required.
• Associate degree preferred.
• Preferred registered pharmacy technician (Registered Tech).
• One year or more of call center experience.
• Experience working with management information systems to effectively address customer needs.
• Proficiency in Microsoft applications.
• Excellent verbal and written communication skills.
• Ability to consistently show empathy when talking to patients.
• Professional telephone manner with clear, confident, and courteous communication.
• Strong attention to detail, particularly in data entry and documentation.
• Ability to work successfully in a structured, metrics-driven environment.
• Ability to manage multiple tasks in a fast-paced call center setting while maintaining accuracy and quality.

Additional Skills & Qualifications

• Customer service experience preferred, especially in healthcare, pharmacy, or related environments.
• Medical office experience and knowledge of medical terminology preferred.
• Pharmacy experience is a plus but not required (including retail pharmacy or specialty pharmacy exposure).
• Medical claims experience is a plus but not required.
• Experience with prior authorization processes is beneficial.
• Background in data entry and handling sensitive patient or financial information is advantageous.
• Ability to collaborate effectively with pharmacists, nurses, and other clinical staff.
• Strong organizational skills and the ability to follow established processes and protocols.
• Comfort working with call center technologies, including phone systems and computer-based tools.

Work Environment
This position is based in a call center environment within a large specialty pharmacy operation. Training is conducted onsite from 9:00 a.m. to 6:00 p.m. After training, the permanent schedule runs from 11:30 a.m. to 8:00 p.m., Monday through Friday, with the possibility of rotating Saturdays approximately once a month, accompanied by a weekday off. The role begins as an onsite position, and a hybrid schedule may become available after approximately 90 to 120 days, contingent on meeting established metrics and attendance guidelines. The work relies heavily on telephone communication, computer-based management information systems, and Microsoft applications. The environment is structured and metrics-driven, with clear performance and attendance expectations. This is a temporary-to-permanent opportunity for individuals who consistently meet performance and attendance standards, offering the chance to grow within a specialty pharmacy setting and work closely with a multidisciplinary team focused on patient care and medication access.
Job Type & Location
This is a Contract to Hire 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
• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Cary,NC.
Application Deadline
This position is anticipated to close on Jul 3, 2026.
About Actalent


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