Pharmacy Customer Care Associate

Pittsburgh, PA, USA|Onsite

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

flexible schedule

Job Description

The Customer Care Associate position is based in RIDC Park, Pittsburgh, Pennsylvania, and represents a vital role within a dynamic pharmacy services environment. RIDC Park, situated in the Pittsburgh region, is known for hosting a variety of innovative and operational businesses that contribute to the area's economic vitality. Although this specific role is situated within the pharmacy sector, designed to support healthcare operations, it reflects the larger commitment of organizations in the region to quality service and customer satisfaction.

This position is responsible for maintaining high standards of customer service by effectively managing internal and external customer interactions. Reporting directly to the Director of Pharmacy Services, the Customer Care Associate functions within a collaborative framework that includes working closely with pharmacy operations, medical records, consultant pharmacists, nurses, billing, inventory management, and logistics teams, among others. This interconnected relationship underscores the essential nature of the associate's role in ensuring seamless communication and operational efficiency across multiple departments.

The primary objective of the Customer Care Associate is to use the "WE CARE" customer service promise to determine client requirements, respond to inquiries, solve problems, and fulfill requests efficiently. The role requires a high level of professionalism and composure when dealing with customers who may be emotional or frustrated, emphasizing the importance of empathy and effective communication in healthcare settings.

Key responsibilities include triaging customer queries by using Customer Relationship Management (CRM) tools, handling inbound and outbound calls related to pharmacy services, and coordinating with long-term care facilities, PACE Centers, courier services, and backup pharmacies for smooth delivery and logistical support. Managing workflow to prioritize urgent requests and ensuring meticulous follow-up on issues such as prescription refills or delivery discrepancies are critical to the role’s success.

Proficiency in specialized software systems including SalesForce, FrameworkLTC, FrameworkECM, Omnicell, and Automated Packaging System is necessary to succeed in the position. The Customer Care Associate also tracks deliveries via vendor portals and other communication channels to keep all relevant stakeholders updated. Additionally, the associate is expected to document all interactions and actions meticulously, maintaining detailed records to support transparency and compliance.

Candidates for this position should have, at minimum, a high school diploma or equivalent, with preferred experience in pharmacy or medical fields. The role requires strong customer orientation, attention to detail, excellent communication skills, active listening, and an ability to adapt to a fast-paced and technical environment. Strong computer literacy in word processing, spreadsheets, databases, and pharmacy information systems is essential.

Overall, the Customer Care Associate at RIDC Park plays a crucial role in fostering a professional, efficient, and customer-focused environment within pharmacy services in Pittsburgh. The position offers an opportunity to be part of a dedicated team aiming to improve patient and client satisfaction through quality care and streamlined pharmacy operations.

Job Requirements

High school diploma or equivalent
6 months pharmacy or medical experience preferred
ability to read, write, speak and comprehend English
ability to use good judgment
ability to work in a fast paced, challenging and technical environment
ability to work with teams
strong active listening skills
strong attention to detail and accuracy
customer service orientation
excellent verbal and written communication skills
high energy level

Job Qualifications

High school diploma or equivalent
6 months of pharmacy or medical experience preferred
proven customer support experience
strong attention to detail
effective phone communication and active listening skills
ability to work collaboratively in a team
experience with pharmacy information systems
proficient in word processing, spreadsheets, and databases
excellent verbal and written communication skills
ability to adapt to diverse customer needs

Job Duties

Triage queues and assign to appropriate folder after ensuring all necessary information is included
utilize CRM tools to respond to customer inquiries
manage incoming calls and direct issues as needed
make outbound calls to PACE Centers, LTC Facilities, courier services, and backup pharmacies as requested
prioritize workflow to address calls and STATs first
run no refill reports and request prescription renewals
identify and escalate priority issues to relevant managers
track deliveries and communicate status to stakeholders
review and follow up on out of stock medications
update member status in pharmacy systems
document all call information requiring action
maintain professionalism with emotional or frustrated customers
adhere to procedures and compliance guidelines
demonstrate proficiency in required software systems
perform additional duties as assigned