Role overview
The Customer Care Representative supports patients, providers, and healthcare partners through high-volume phone and live-chat communication. The role coordinates prescription orders, answers questions, and resolves concerns with empathy while maintaining accurate patient records and meeting call-quality, average-handle-time, first-call-resolution, productivity, and service goals.
Patient and Provider Support
- Build positive relationships while handling inquiries, order confirmations, cancellations, and other service requests.
- Manage inbound and outbound calls and live chats to confirm orders, arrange deliveries, and answer patient and provider questions.
- Follow prescription orders from initiation through completion, record detailed notes in real time, complete timely follow-ups, and route escalated calls through established workflows.
- Resolve issues in collaboration with pharmacists and pharmacy technicians.
- Meet daily targets for calls, chats, and order transactions while maintaining patient satisfaction and service quality.
- Place 50–60 outbound calls, answer 50–60 inbound calls, and document 100–120 patient and provider demographic records per day.
Experience and Capabilities
- At least one to two years of customer service experience; call-center or healthcare experience is preferred.
- Strong written and verbal communication, including professional, empathetic handling of high-volume conversations.
- Ability to document detailed customer and patient information accurately while managing several tasks in a fast-paced setting.
- Proficiency with CRM systems, telephone systems, and Microsoft Word, Excel, and Outlook.
Work & Pay Details
This full-time position is remote within the United States. Pay is $18–$22 per hour. Applications are accepted on a rolling basis.
Training, clear expectations, appropriate tools, regular team meetings, and individual meetings at least quarterly support performance and development. Contributions are recognized through a rewards and recognition program.
Benefits
- Two medical plan options with employer premium contributions of up to 85%, plus dental and vision coverage.
- Accident and hospital indemnity coverage and company-paid short- and long-term disability options, available after 30 days of employment.
- Paid time off and six scheduled paid holidays.
- A 401(k) with a Safe Harbor match of up to 4%.
- Prescribed compounded medications at no cost after 30 days of employment.