What are the responsibilities and job description for the Customer Service Manager position at Chemistry Rx Compounding and Specialty Pharmacy?
About the Role
Chemistry Rx is seeking a Customer Service Manager to join our data team. The Customer Service Manager oversees day-to-day patient support operations and manages the team responsible for handling inquiries, complaints, and escalations across all pharmacy locations. This role ensures that patient issues are resolved promptly, accurately, and compliantly, while maintaining a high standard of service aligned with pharmacy, regulatory, and internal quality expectations.
Key Responsibilities
Patient Support & Escalation Management
- Serve as the primary escalation point for patient concerns, complex issues, and service failures.
- Investigate and resolve patient complaints, working cross-functionally with Pharmacy, Operations, and Compliance.
- Ensure all escalations are thoroughly documented and handled in accordance with HIPAA and state regulations.
- Maintain service-level expectations for response time, resolution time, and communication quality.
Leadership & Operations
- Oversee daily workload distribution, queue management, and call/email handling expectations.
- Monitor team performance metrics and take action to address service gaps or recurring issues.
- Maintain coverage plans and ensure consistent service during peak times, staffing shortages, or high-volume periods.
- Coordinate closely with the VP of Operations at each pharmacy site to troubleshoot recurring issues, address process gaps, and ensure seamless patient experience across locations.
- Support interdepartmental alignment by communicating trends, bottlenecks, or operational challenges impacting patient service.
- Work closely with Pharmacists, Technicians, Operations, Shipping, and Billing teams to troubleshoot issues.
- Coordinate with Licensing and Compliance when patient concerns relate to regulatory matters.
- Provide leadership with insights from patient feedback to drive service, process, and product improvements.
Process Improvement & Quality Control
- Identify patterns in patient complaints or service breakdowns and work with Operations and Compliance to improve workflows.
- Maintain and update customer service SOPs, templates, scripts, and escalation paths.
- Share insights from patient interactions to inform continuous improvement initiatives across Pharmacy, Operations, and Fulfillment teams.
- Collaborate on new service initiatives aimed at improving patient satisfaction, retention, and communication clarity.
Compliance & Documentation
- Ensure all interactions adhere to HIPAA privacy rules and pharmacy-specific regulatory requirements.
- Maintain accurate records of escalations, resolutions, and follow-up actions.
- Assist in preparation for audits, board inspections, and quality reviews related to patient communications.
- Partner with Compliance on reporting any identified risks, patterns, or potential violations.
Required Skills & Qualifications
- 3 years of experience in customer service leadership; pharmacy, healthcare, or regulated industry preferred.
- Strong conflict-resolution skills with the ability to de-escalate sensitive patient situations.
- Excellent written and verbal communication skills.
- Familiarity with pharmacy operations, insurance processes, prescriptions, and HIPAA compliance is a plus.
- Ability to prioritize in a fast-paced environment and manage competing demands.
- High level of professionalism, empathy, and discretion.
AAP/EEO STATEMENT
The pharmacy provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law