Pharmacy Lead Customer Care Specialist

New York

3 days ago

Job Description

Are you someone looking for professional career growth? Onco360 Pharmacy is looking for a Pharmacy Lead Customer Care Specialist for our Pharmacy located in New Hyde Park, NY. This is a Full-Time position. May transition to Remote work once Onsite Training Period is complete.

Work Hours: Wed – Fri – 11:30am – 8pm AND Sat & Sun – 9am – 5:30pm EST

**Starting salary at $28/hr and up** We also offer quarterly incentive bonuses.

Sign-On Bonus: $5,000 for employees starting before December 31, 2026.

We offer a variety of benefits including:

Medical, Dental & Vision insurance
401k with a match
Paid Time Off and Paid Holidays
Tuition Reimbursement
Paid Volunteer Day
Floating Holiday
Referral Incentive
Paid Life, and short & long-term disability insurance

Pharmacy Lead Customer Care Specialist Summary

The lead customer care specialist will work with internal teams, patients and providers to monitor and resolve all customer care issues. The customer care lead will also be responsible for monitoring and providing staffing directions to the leadership team to ensure all assignments of the vertical are handled to appropriate and timely resolution. They may be assigned more difficult and/or escalated customer care issues, assist with employee training content development and deployment, and other lead duties as assigned.

Pharmacy Lead Customer Care Specialist Major Responsibilities

Manages the customer care escalations email workflow.
Works with the Customer Care Supervisor to ensure all team escalations are addressed daily.
Assigns and works to complete all address exceptions provided by leadership in pharmacy operations.
Reports to the Customer Care Supervisor on any items that may cause exceptions/escalations not to be completed.
Escalates all issues to the proper pharmacy director, sales team rep or analytics team.
Works with other functional areas to resolve customer problems, documenting as required, and notifies appropriate parties as to what action will be taken to resolve the problem.
Performs other tasks as assigned and exhibits attention to detail on all tasks.
Will need to maintain a specific number of patient interactions and calls each month.
Onboarding, training, and mentoring new teammates who join Customer Care.
Serve as a leader on the team who can answer questions and help teammates triage escalated issues while Customer Care Supervisor is away.
Works all projects that are assigned by the Customer Care Supervisor or leadership in pharmacy operations.

Education/Learning Experience

Required: Bachelor’s Degree

Work Experience

Required: 2+ years of pharmacy operations
Desired: 2+ years of customer care, outbound / inbound, patient satisfaction, or other equivalent experience

Skills/Knowledge

Required: Customer service, problem solving, and excellent verbal and written communication skills. The ability to work independently with little to no guidance.

Licenses/Certifications

Required: State Pharmacy Technician (as required) and national Pharmacy Technician certification (PTCB or equivalent)

Numbers & Facts

Location	New York
Website	https://onco360.com/about/careers/join-our-team/

Skills

Communication Skillsunmatched
Content Developmentunmatched
Customer Escalationsunmatched
Customer Support/Serviceunmatched
Dental Insuranceunmatched
Detail Orientedunmatched
Disability Insuranceunmatched
Documentationunmatched
Leadershipunmatched
Mentoringunmatched
Onboardingunmatched
Pharmacyunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Resolve Customer Issuesunmatched
Salesunmatched
Staff Trainingunmatched
Team Lead/Managerunmatched
Team Playerunmatched
Time Managementunmatched
Training/Teaching Materialsunmatched
Vision Planunmatched
Work From Homeunmatched
Writing Skillsunmatched

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