Role overview
Customer Care Representative (Remote) will support medically complex and vulnerable patients through inbound and outbound pharmacy calls. This full-time, US remote role helps patients understand medication services and maintain continuity of care within a technology-enabled pharmacy and chronic care organization.
Responsibilities
- Handle high volumes of inbound and outbound calls using standard scripts and protocols while listening carefully to patients and caregivers.
- Assess needs, coordinate next steps, and confirm or reschedule new patient visits.
- Explain medication delivery, refill scheduling, prescription status, insurance, co-pays, prior authorizations, and general pharmacy services.
- Document interactions accurately in pharmacy and CRM systems.
- Route clinical or urgent calls to pharmacists or appropriate pharmacy staff and escalate sensitive or complex concerns.
- Meet quality assurance, HIPAA, and internal operating requirements on every call.
- Achieve contact center measures such as average handle time, call resolution, and quality scores.
- Complete ongoing training on pharmacy policies, procedures, and systems.
Required Qualifications
- At least one year of contact center, patient-facing provider office, or customer service experience.
- A record of managing high call volumes while meeting performance targets.
- Professional, empathetic communication and the ability to build rapport.
- Close attention to detail, accurate data entry, and comfort following standardized scripts.
- Proficiency with Microsoft Outlook and Teams and the ability to learn new software.
- Familiarity with healthcare compliance, including HIPAA.
- The ability to work independently and handle continuous calls from a dedicated, distraction-free home office.
- Reliable internet of at least 100 Mbps with wired Ethernet access.
- Authorization to work in the United States without employer-sponsored visa sponsorship.
Preferred Experience
- CRM systems and enrollment communications.
- Pharmacy experience.
- Bilingual English and Spanish skills.
Schedule and Work Conditions
Assigned shifts fall Monday through Friday between 8:00 a.m. and 7:30 p.m. Eastern, plus Saturday from 9:00 a.m. to 2:00 p.m. The schedule is assigned at hire. Computer equipment is provided; employees supply their own furniture and a secure, quiet workspace.
Applicants within 30 miles of Sterling, Virginia, may be asked to attend on-site training or obtain technology support. Offers depend on successful completion of a comprehensive background check and pre-employment drug screening.
Compensation and Benefits
Pay is USD $18–$20 per hour, with the actual rate based on experience and skills.
- Medical, dental, and vision coverage with prescription benefits and 100% employer-paid employee-only premiums.
- A Health Savings Account with employer contributions.
- A 401(k) plan with employer match.
- Employer-paid life, long-term disability, and accidental death and dismemberment insurance, plus optional short-term disability coverage.
- An Employee Assistance Program and benefits Customer Advocate service.
- Paid time off, paid holidays, equipment, and professional development and training support.
The employer provides equal employment opportunities. Legitimate recruiting communications use official company email addresses. Candidates are never asked for payment or personal banking information during recruiting, and offers are issued through the formal HR process rather than messaging apps.