Pharmacy Technician (Remote) IL

Remote Pharmacy Customer Care Specialist Home Dialysis

The Pharmacy Customer Care Specialist serves as the primary point of contact for home dialysis patients, delivering exceptional service and support to ensure a positive and compassionate customer experience. This role focuses on accurately placing orders, managing prescriptions, and resolving customer inquiries while collaborating with internal teams to maintain high-quality service, operational efficiency, and achievement of department goals in a fully remote environment.

Responsibilities

• Serve as the primary contact for home dialysis customers, providing courteous, professional, and empathetic support throughout each interaction.
• Process customer orders via telephone accurately and efficiently while ensuring full compliance with pharmacy regulations and internal policies.
• Obtain and verify customer information, including product quantities and usage details, to ensure prescriptions are filled correctly and safely.
• Ensure all patient-related interactions comply with HIPAA regulations and maintain strict confidentiality of protected health information.
• Resolve customer questions, complaints, and service issues by identifying root causes, recommending appropriate solutions, and following through to resolution.
• Investigate and track product shipments using tools such as the UPS website and by coordinating with the transportation team to provide timely updates to customers.
• Coordinate with internal departments to expedite shipments, release orders, or arrange alternate shipment of back-ordered items to ensure timely delivery of medications and supplies.
• Process customer returns and request customer credits in accordance with company policies and procedures, ensuring accurate documentation and follow-up.
• Collaborate closely with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and provide a cohesive, seamless customer experience.
• Meet established performance expectations related to call quality, schedule adherence, order accuracy, and service level standards.
• Adapt to changing business needs, customer requirements, and process updates in a fast-paced environment.
• Maintain the ability to work remotely using a reliable high-speed wired internet connection and a compliant home workspace.
• 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.
• Work a closing shift as needed and remain available until all customer calls in the queue have been answered, even beyond the standard shift end time when required.
• Handle high call volumes and contribute to a department that manages approximately 2,000 calls per day, while maintaining professionalism and service quality.
• Participate fully in remote training, apply learned processes and systems, and transition to independently handling calls after the training period.

Essential Skills

• Active pharmacy technician license from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WIS), or Florida (FL).
• Active National Pharmacy Technician Certification from PTCB or NHA.
• Minimum of 24 years of call center experience in a clinical or healthcare setting.
• Proven call center experience, preferably within a pharmacy or clinical environment, handling high call volumes.
• Strong home internet connectivity using a reliable high-speed wired connection; ability to work without reliance on hotspot connections.
• Ability to maintain a HIPAA-compliant workspace at home, ensuring privacy and confidentiality at all times.
• Demonstrated ability to work independently in a remote environment while remaining engaged and accountable.
• Strong customer and patient engagement skills with a focus on empathy, professionalism, and clear communication.
• Excellent written and verbal communication skills, including the ability to explain complex information in a clear and patient-friendly manner.
• High attention to detail with strong accuracy in order entry, documentation, and prescription-related activities.
• Effective problem-solving and conflict resolution skills, with the ability to de-escalate issues and find practical solutions.
• Ability to work effectively under pressure and manage multiple tasks while maintaining a calm and professional demeanor.
• Proficiency with Microsoft 365, including Outlook, Word, and Excel, as well as SharePoint and Microsoft Teams.
• High school diploma or equivalent GED.

Additional Skills & Qualifications

• Associate's or Bachelor's degree is preferred and supports growth in this role.
• Experience working with dialysis medications or patients is highly desirable.
• Previous experience in a pharmacy fulfillment or home delivery environment is beneficial.
• Familiarity with HIPAA regulations and best practices in handling protected health information.
• Demonstrated ability to adapt to new systems, processes, and technology tools in a remote setting.
• Strong organizational skills with the ability to prioritize tasks in a high-volume call center environment.
• Comfort working in a metrics-driven environment with performance expectations related to quality, adherence, order accuracy, and service levels.
• Availability to work within the operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday, with flexibility for assigned shifts such as 9:00 a.m. to 5:00 p.m. or 10:00 a.m. to 6:00 p.m.
• Willingness to remain on the line until all calls in the queue are answered, even if this extends beyond the standard scheduled shift.
• Ability to fully participate in approximately six weeks of remote training, with training hours typically between 8:00 a.m. and 4:00 p.m. or 8:30 a.m. and 4:30 p.m.

Work Environment

This position operates in a 100% remote work environment focused on supporting home dialysis patients and their pharmacy needs. Team members work from a dedicated, HIPAA-compliant home workspace that provides privacy and prevents conversations from being overheard in public or open areas. A strong, reliable high-speed home Wi-Fi connection is required, and hotspot connections are not permitted to ensure system stability and data security. The role follows Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday, with an assigned 8-hour schedule (commonly between 9:00 a.m. and 5:00 p.m. or 10:00 a.m. and 6:00 p.m.). Schedules are typically published two weeks in advance, and team members are expected to stay on until all calls in the queue have been answered. The department handles a high volume of calls, and the environment is fast-paced and metrics-driven, emphasizing quality, adherence, order accuracy, and service levels. Training is fully remote, lasts approximately six weeks, and generally occurs between 8:00 a.m. and 4:00 p.m. or 8:30 a.m. and 4:30 p.m., after which specialists begin taking calls independently. Collaboration occurs virtually using tools such as Microsoft 365, SharePoint, and Microsoft Teams, creating a connected and supportive remote team culture focused on patient care and operational excellence.

Job Type & Location

This is a Contract to Hire position based out of Chicago, IL.

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 Jul 27, 2026.

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