Pharmacy Technician

Job Title: Remote Pharmacy Customer Care Specialist - Home Dialysis

Job Description

This role serves as the primary point of contact for home dialysis pharmacy customers, providing exceptional service and support to ensure a positive and seamless experience. You will handle order placement, prescription management, and resolution of customer inquiries while collaborating closely with internal teams to maintain high quality standards, operational efficiency, and departmental performance goals. This is a fully remote position that requires strong call center experience in a clinical or pharmacy setting, meticulous attention to detail, and the ability to work effectively in a fast-paced, high-volume environment.

Responsibilities

• Process customer pharmacy orders accurately and efficiently via telephone while ensuring full compliance with applicable pharmacy regulations.
• Obtain and verify customer information, including product quantities and usage details, to ensure prescriptions are filled correctly and safely.
• Ensure all patient-related interactions strictly adhere to HIPAA regulations and privacy requirements.
• Respond to customer questions, complaints, and service issues by identifying root causes and providing appropriate, timely solutions.
• Investigate and track product shipments using carrier tools such as the UPS website and by coordinating with the transportation team.
• Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipments for back-ordered items to ensure timely delivery.
• Process customer returns and request customer credits in accordance with established company policies and procedures.
• Collaborate closely with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and deliver a cohesive, high-quality customer experience.
• Meet and maintain established performance expectations related to call quality, adherence, order accuracy, and service level standards.
• Adapt to changing business needs and evolving customer requirements while maintaining high service standards.
• Work effectively and independently in a remote environment using a reliable high-speed wired internet connection.
• Support business operations by working a flexible schedule within Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Remain available during closing shifts until all customer calls in the queue have been answered and resolved.
• Handle high call volumes, contributing to a department that manages approximately 2,000 calls per day while maintaining professionalism and empathy.
• Use Microsoft 365, SharePoint, and Teams to document interactions, collaborate with colleagues, and support daily workflows.
• Participate fully in remote training, apply learned processes and systems, and transition to independently taking calls after the training period.

Essential Skills

• Active pharmacy technician license from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WI), or Florida (FL).
• Active national pharmacy technician certification from PTCB or NHA.
• Minimum of 2-4 years of call center experience in a clinical or pharmacy setting.
• Demonstrated experience with pharmacy order entry and prescription-related workflows.
• Proficiency in handling high call volumes in a structured call center environment.
• Strong customer and patient engagement skills with the ability to build rapport over the phone.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining a professional, empathetic, and patient-focused demeanor.
• Exceptional attention to detail, with strong problem-solving, conflict resolution, and organizational skills.
• Ability to work independently and reliably in a remote setting.
• Proficiency with Microsoft 365, including Outlook, Excel, and Word, as well as SharePoint and Microsoft Teams.
• Reliable high-speed wired home internet connection (no hotspot use) suitable for sustained call center work.
• High school diploma or equivalent GED.

Additional Skills & Qualifications

• Associate's or Bachelor's degree is preferred.
• Experience working with dialysis medications, therapies, or patients is a strong plus.
• Previous experience in a pharmacy fulfillment or home delivery environment is beneficial.
• Demonstrated ability to adapt quickly to new systems, processes, and changing business needs.
• Strong time management skills and the ability to manage shifting priorities across multiple tasks.
• Comfort using web-based tools to track shipments and coordinate logistics.
• Interest in supporting patients receiving vital organ and kidney care therapies.

Work Environment

This is a 100% remote position supporting a healthcare-focused pharmacy customer care operation. Team members work from a dedicated, HIPAA-compliant workspace in their home and may not work from public spaces or open, shared areas. A strong, reliable high-speed wired internet connection is required, and hotspot connections are not permitted. Customer Care operating hours are Monday through Friday, 7:00 a.m. to 6:00 p.m. CST. You will receive a set 8-hour schedule, typically within ranges such as 9:00 a.m. to 5:00 p.m. or 10:00 a.m. to 6:00 p.m. CST, with schedules published approximately two weeks in advance. All calls in the queue must be answered before the team signs off for the day, so some flexibility around end time is necessary. The department handles approximately 2,000 calls per day, creating a fast-paced, metrics-driven environment that emphasizes quality, accuracy, and empathy in every interaction. Training is fully remote, lasts about six weeks, and generally runs between 8:00 a.m. and 4:00 p.m. or 8:30 a.m. and 4:30 p.m. CST. During training, you will learn systems, workflows, and compliance requirements before transitioning to independently handling calls. Dress expectations align with a professional remote call center environment, appropriate for video meetings and customer-facing interactions.

Job Type & Location

This is a Contract to Hire position based out of Deerfield, IL.

Pay and Benefits

The pay range for this position is $20.67 - $21.15/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully remote position.

Application Deadline

This position is anticipated to close on Jul 17, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.