Customer Service Technician - Pharmacy

Job Description

Job Description

Pharmacy Innovations is seeking a Customer Service Technician to join our Erie pharmacy team. As a primary point of contact, you will provide timely, accurate, and compassionate support to patients and caregivers by phone, email, secure portal, text, and in person.

You will answer questions, resolve concerns, and provide information about prescriptions and pharmacy services while ensuring a positive patient experience. Success in this role requires strong communication, proactive problem-solving, attention to detail, and the ability to manage multiple priorities in a fast-paced pharmacy environment.

In This Role, You Will:

• Deliver exceptional customer service by listening carefully, responding with empathy, and addressing patient and caregiver inquiries professionally.
• Resolve customer issues promptly and accurately, ensuring prescription corrections, billing adjustments, and other required actions are completed.
• Process prescription returns, exchanges, and invoices by reviewing original orders and pharmacy documentation in accordance with company policies and applicable regulatory requirements.
• Assist patients and caregivers by phone, in person, and through secure digital channels, providing accurate information about prescriptions, pharmacy services, and refill procedures.
• Maintain complete, accurate, and confidential records of customer inquiries, prescription issues, complaints, and resolutions.
• Identify and escalate complex clinical or pharmacy-related concerns to pharmacists or the appropriate department to ensure timely follow-through.
• Support patient retention by creating a positive experience, following up on open issues, and confirming that patient needs have been addressed.
• Process payments, support billing and account updates, and assist with claim submissions.
• Communicate securely and confidentially with patients and caregivers regarding questions, order status, and follow-up information.
• Help maintain a compassionate, respectful, and efficient environment in which every patient feels valued and supported.

Pharmacy Technician Registration Requirement

This position is part of our Pharmacy Technician Team and is considered a pharmacy technician position. Employment in this role requires registration with the Pennsylvania State Board of Pharmacy as a pharmacy technician or pharmacy technician trainee, as applicable.

We will guide you through the registration process and provide hands-on training to help you build a long-term career in pharmacy. Eligible initial registration fees will be reimbursed by Pharmacy Innovations after the successful completion of 90 days of employment.

Employees are responsible for meeting all applicable Pennsylvania State Board of Pharmacy registration requirements and maintaining their registration as required.

Minimum Qualifications:

• High school diploma or equivalent.
• Ability to meet all applicable Pennsylvania State Board of Pharmacy requirements for registration as a pharmacy technician or pharmacy technician trainee.
• Customer service experience or experience in a similar role.
• Basic computer skills; familiarity with customer relationship management (CRM) software is preferred.
• Strong verbal and written communication skills.
• Ability to remain calm, organized, and professional when handling challenging situations.
• Strong attention to detail and ability to manage multiple priorities.

Skills & Attributes:

Successful candidates communicate clearly and compassionately, listen closely, and explain solutions in an easy-to-understand manner. They are comfortable using computers and customer relationship management systems to document interactions and maintain continuity of service.

Strong problem-solving, organization, adaptability, and sound judgment are essential. Multilingual skills and advanced software proficiency are preferred and can help support a broader range of patients and caregivers.

Pay will be based on experience.