Patient Service Representative

Reports to: Pharmacy Operations Leadership

About Zeal Specialty Pharmacy

At Zeal Specialty Pharmacy, we’re on a mission to make specialty care truly special—for patients, providers, partners, and one another. We are a nationally licensed, multi-accredited specialty pharmacy built on innovation, empathy, and purpose, dedicated to optimizing the patient experience through a combination of advanced technology and deeply human care. Our work goes beyond dispensing medications—we deliver clarity, confidence, and compassion at every step of the specialty journey.

Why Work for Zeal

At Zeal, every role matters because every person matters. Our culture is rooted in hospitality, excellence, innovation, character, and ambition, and those values guide how we serve patients and how we support one another as colleagues.

You’ll join a collaborative, people-first team that treats pharmacists as trusted professionals, values accuracy and integrity, and believes great care happens when individuals feel respected, supported, and empowered to do meaningful work. If you’re looking for a stable, purpose-driven environment where your expertise is valued and your work makes a real difference, Zeal is the place to grow your career.

About the Role

The Patient Service Representative is responsible for delivering exceptional customer service to patients by addressing inquiries, coordinating communication and shipments, resolving concerns, and providing support throughout the pharmacy experience. This role serves as the primary point of contact for patients and helps ensure a positive and seamless customer experience.

Responsibilities

· Serve as the primary point of contact for patient inquiries via phone, email, text, and other communication channels.

· Provide accurate information regarding prescriptions, order status, billing, and pharmacy services.

· Assist patients with account setup, profile updates, and payment processing.

· Address and resolve patient concerns in a professional, empathetic, and timely manner

· Escalate clinical or medication-related questions to pharmacists when appropriate.

· Follow up with patients regarding prescription status, delivery updates, and service issues.

· Document all patient interactions accurately in pharmacy management systems.

· Assist with customer satisfaction initiatives and service recovery efforts.

· Participate in quality assurance activities to maintain high standards of service.

Qualifications

· High school diploma or equivalent; additional education or experience in pharmacy preferred.

· Minimum of 1-3 years of experience in a customer service setting, preferably experience in a call center

· Excellent organizational and multitasking skills.

· Proficient in patient management software and other relevant computer applications.

· Exceptional communication and interpersonal skills.

· Ability to work independently and as part of a team in a fast-paced environment.

· Detail-oriented with a high degree of accuracy

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person