Pharmacy Technician

Customer Support Representative Pharmacy Operations (Registered Pharmacy Technician)

This role supports pharmacy operations by serving as the primary point of contact for patients, clinicians, and clients via inbound and outbound calls. The Customer Support Representative schedules refill deliveries, assists with payment and insurance questions, and routes calls to appropriate clinical and operational staff to ensure timely and accurate prescription fulfillment. This position is ideal for a registered pharmacy technician in North Carolina who is enthusiastic, well-spoken, highly organized, and committed to delivering exceptional customer service in a hybrid work environment.

Responsibilities

• Serve as the primary resource for inbound telephone calls related to non-clinical pharmacy inquiries, including general prescription status and financial information, to minimize workflow interruptions for clinical staff.
• Handle both inbound and outbound calls to schedule medication deliveries and collect payment information, ensuring accurate and complete data is entered into patient profiles so distribution can process and ship packages on time.
• Respond directly to customer inquiries when appropriate and route calls to the correct staff members, including pharmacists, nurses, and other team members, to ensure prompt issue resolution and high customer satisfaction.
• Update concise and accurate progress notes in the management information system so other roles within the workflow can quickly assess the status of referrals and patient requests.
• Use the management information system to provide customer service, including answering questions about refill needs, checking and communicating the status of pending or shipped prescriptions, verifying insurance information, and providing copies of invoices upon request.
• Answer patient questions and concerns during refill scheduling and transfer calls to the clinical team, such as pharmacists and nurses, when clinical expertise 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 patient information, prescriptions, insurance details, and call documentation to maintain complete and reliable records.
• Apply strong attention to detail and a professional telephone manner in every interaction to maintain a high standard of service quality.
• Collaborate with colleagues in pharmacy operations, customer service, and clinical teams to support efficient workflows and a positive patient experience.
• Perform other duties as assigned, recognizing that tasks may vary slightly depending on specific team or program requirements.

Essential Skills

• Active registration as a Pharmacy Technician in the state of North Carolina (Registered Pharmacy Tech in NC).
• Experience in customer service, preferably in a healthcare, pharmacy, or call center environment.
• Ability to handle high-volume inbound and outbound calls in a call center setting while maintaining professionalism and composure.
• Proficiency with management information systems to document calls, update patient profiles, and track prescription and referral status.
• Proficiency with Microsoft applications, including basic use of word processing, spreadsheets, email, and other office software.
• Excellent verbal and written communication skills, with the ability to clearly explain information to patients, clinicians, and clients.
• Demonstrated ability to show empathy and compassion when speaking with patients and caregivers about their medications and concerns.
• Professional telephone manner, including appropriate tone, pacing, and etiquette in all calls.
• Strong attention to detail when entering data, updating records, and documenting interactions to ensure accuracy and completeness.
• Ability to verify insurance information and discuss financial aspects related to prescriptions and deliveries.
• Capability to identify potential adverse events and product complaints and escalate them appropriately to clinical staff.
• Ability to work scheduled shifts consistently, including training and permanent shift hours.

Additional Skills & Qualifications

• Pharmacy technician certification is highly valued and supports success in this role.
• Experience working in a pharmacy setting, including retail pharmacy, is a plus but not required.
• Prior authorization experience is beneficial for handling insurance-related inquiries and supporting prescription approvals.
• Medical office experience or knowledge of medical terminology is preferred and helps in understanding patient and clinician needs.
• Experience in a call center environment, particularly in healthcare or pharmacy, is preferred.
• Experience with medical claims or insurance processing is a plus but not required.
• Data entry experience with a focus on accuracy and speed is advantageous.
• Ability to manage multiple tasks simultaneously, such as handling calls, documenting information, and coordinating with other teams.
• Strong organizational skills and the ability to follow defined workflows and procedures.
• Comfort working in a hybrid environment that includes both onsite and remote work.

Work Environment

This position operates within a pharmacy operations and call center environment based in Cary, North Carolina, with a hybrid work model. Training is conducted entirely onsite in the office, Monday through Friday from 9:00 a.m. to 5:30 p.m. Eastern Time. After training is completed, the permanent shift runs Monday through Friday from 11:30 a.m. to 8:00 p.m. Eastern Time. The role follows a hybrid schedule, typically requiring two days per week in the office and three days working remotely. The work involves frequent use of telephones, management information systems, and Microsoft applications to manage calls, document interactions, and support prescription processing. The environment is structured, fast-paced, and patient-focused, with a strong emphasis on accuracy, confidentiality, and timely service. Professional attire is expected when working onsite, reflecting a healthcare and office-based 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
• 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 Aug 7, 2026.