Job Description

Total Care Pharmacy seeks a compassionate and detail-oriented Customer Care Representative to provide exceptional support to patients via email and live chat. We're looking for team members who are team-oriented, of course, but who are also highly motivated, with the ability to work independently to solve unique problems. Because of the rapid growth of our company, we need people who are not only flexible but also adventurous, like to try new things, have an ability and willingness to learn new skills, and like to think outside of their "everyday" job duties to come up with new ideas for the good of the whole company. A little creativity goes a long way!

Responsibilities:

Email Support:

• Respond to patient emails in a timely and professional manner
• Resolve patient inquiries and concerns regarding medications, orders, and billing
• Escalate complex issues to management or pharmacy staff

Live Chat Support:

• Engage with patients via live chat, providing real-time support and resolution
• Address patient questions and concerns regarding medications, orders, and billing
• Utilize knowledge base and resources to provide accurate information

Patient Support:

• Provide empathetic and personalized support to patients
• Address patient concerns and resolve issues promptly
• Educate patients on medication usage, side effects, and interactions

Data Entry and Record-Keeping:

• Accurately update patient records and databases
• Document patient interactions and resolutions

Requirements:

• 1+ year of customer service experience
• Excellent communication, problem-solving, and conflict resolution skills
• Ability to work independently in a remote environment
• High school diploma or equivalent required; associate's or bachelor's degree preferred

Preferred Qualifications:

• Experience in healthcare or pharmacy industry
• Certified Customer Service Representative (CCSR) or Certified Pharmacy Technician (CPhT)
• Familiarity with electronic health records (EHRs) and pharmacy software
• Previous experience with email and live chat support

What We Offer:

• Comprehensive benefits package (medical, dental, vision)
• 401(k) matching and paid time off
• Opportunities for professional growth and training
• Flexible remote work environment

Technical Requirements:

• Reliable high-speed internet connection
• Quiet, dedicated workspace
• Computer and software meeting company standards (provided)
• Smartphone for company use (provided)

Performance Metrics:

• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Email/Chat Response Time
• Quality Assurance scores

Total Care Pharmacy is an Equal Opportunity Employer committed to diversity and inclusion. We welcome applications from individuals of all races, ethnicities, disabilities, veteran status and backgrounds.

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