Pharmacy Call Center Technician

The Opportunity

The Pharmacy Call Center Technician serves as the first point of contact for patients, providers, and healthcare partners by handling inbound and outbound calls related to prescription services. This role combines customer service expertise with pharmacy knowledge to ensure accurate, timely, and compassionate support. The technician works closely with pharmacists, patients, and other team members to resolve inquiries while maintaining compliance with state and federal regulations. This is a full-time role, with working hours 10am - 6.30pm.

What You'll Do

• Handle inbound contacts (patients, prescribers, clinics)
• Verify & capture order details: drug, quantity, flavor, allergies/sensitivities, needed supplies.
• Set expectations on lead times and cutoff windows; give clear ready-by/ship-by times based on production schedule.
• Triage correctly: route clinical questions/changes to a pharmacist; resolve non-clinical (status, logistics, pricing) at first contact.
• Manage refills/renewals: confirm refills vs. BUD, schedule into batches, and request missing/clarifying info from prescribers with templates.
• Handle payment transactions- input credit cards, manage payment expectations.
• Arrange pickup/delivery/ship: include cold-chain, coordinate and confirm patient responsibilities.
• Proactively notify delays/exceptions (backorders, QA holds).
• Document every interaction accurately per HIPAA, SOPs, and state requirements; protect PHI.
• Hit call center targets (service level, AHT, first-contact resolution) while ensuring clean handoffs to production/verification.
  
  

What We're Looking For

Required:

• High school diploma or equivalent.
• Active and current Pharmacy Technician registration in South Carolina.
• At least 1 year of pharmacy technician or high-volume call center/customer service experience.
• Strong communication skills, both verbal and written.
• Ability to multitask, problem-solve, and remain calm in a fast-paced environment.
• Proficiency with pharmacy software, Slack, and multiline phone systems.
  
  

Preferred:

• National Pharmacy Technician Certification (CPhT).
• Prior experience in a healthcare call center or mail-order pharmacy setting.
• Bilingual skills (e.g., English/Spanish).
  
  

Why Sweetgrass Pharmacy?

• Competitive compensation and benefits for full-time staff.
• Career development opportunities, including certification support.
• A mission-driven team dedicated to improving patient health outcomes.