Call Center Representative

Pharmacy Technician Call Center Representative

📍 Location: Overland Park, Kansas (Hybrid)

🏢 Industry: Hospitals and Health Care

💼 Work Setting: Hybrid

Are you passionate about helping people navigate healthcare services, delivering exceptional customer support, and making a meaningful impact on patient outcomes? We are seeking a customer-focused Pharmacy Technician Representative to support members with prescription-related inquiries, medication cost-saving opportunities, and pharmacy service guidance. This role combines pharmacy knowledge, problem-solving skills, and customer service expertise to help individuals make informed healthcare decisions while ensuring a positive support experience.

Key Responsibilities

Member & Customer Support

• Respond to inbound inquiries related to prescription benefits, medication costs, and available savings opportunities.
• Provide clear and accurate information to help members understand healthcare and pharmacy-related services.
• Deliver professional, empathetic, and solution-oriented customer service during every interaction.
• Assist members in navigating pharmacy processes and resolving concerns effectively.

Pharmacy Support & Coordination

• Support members with prescription-related questions, pharmacy claims inquiries, and medication access concerns.
• Assist with prescription transfers and general pharmacy navigation activities.
• Conduct basic research related to medication pricing, pharmacy options, and available programs.
• Collaborate with internal teams to ensure timely and accurate issue resolution.

Outreach & Engagement

• Conduct outbound contact with members who request assistance through digital channels or support programs.
• Educate customers on available tools, resources, and services designed to improve access and affordability.
• Promote awareness and utilization of healthcare support solutions.

Problem Resolution & Documentation

• Investigate and resolve member concerns while maintaining high service standards.
• Document customer interactions accurately and maintain detailed records.
• Handle sensitive and confidential information in accordance with company policies and regulatory requirements.
• Escalate complex issues when necessary to ensure appropriate resolution.

Operational Excellence

• Manage multiple tasks and priorities in a fast-paced support environment.
• Utilize various systems and applications to research, document, and resolve customer inquiries.
• Meet established productivity, quality, and customer satisfaction goals.
• Support additional responsibilities and initiatives as required.

Qualifications

Required Experience

• Typically 3 years of experience in pharmacy services, healthcare customer support, call center operations, or a related healthcare environment.
• Strong customer service and communication skills with the ability to build trust and rapport.
• Experience handling customer inquiries, resolving issues, and managing multiple priorities simultaneously.
• Ability to work effectively with confidential information in a regulated environment.
• Comfortable using computer applications, databases, and customer support systems.
• Proficiency in Microsoft Office applications or the ability to quickly learn new technologies.

Preferred Qualifications

• Pharmacy Technician certification or willingness to obtain certification within a specified timeframe.
• Knowledge of prescription benefits, pharmacy operations, medication pricing, and healthcare terminology.
• Experience supporting customers in healthcare, pharmacy, insurance, or benefits-related environments.
• Strong analytical, problem-solving, and organizational skills.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Demonstrated commitment to delivering exceptional customer experiences.

What Success Looks Like

• Providing accurate and timely support to members.
• Helping customers identify cost-saving opportunities and available healthcare resources.
• Maintaining high levels of customer satisfaction and service quality.
• Building positive relationships with members, pharmacies, and internal partners.
• Supporting operational efficiency while maintaining compliance and confidentiality standards