Customer Service Representative

JOB SUMMARY

The Customer Service Representative plays a vital role in ensuring a positive and seamless experience for patients, clinics, and healthcare providers. This position is responsible for managing inbound communications, delivering accurate and timely updates on prescription orders, and collaborating with internal pharmacy teams to resolve inquiries. The ideal candidate is an excellent communicator with strong customer service skills, a proactive attitude, and the ability to multitask effectively in a fast-paced environment. This role helps to uphold the high standards of care and service that define Hallandale Pharmacy.

DUTIES AND RESPONSABILITIES

• Handle all incoming phone calls from clinics, healthcare providers, and patients in a professional and courteous manner.
• Provide accurate and timely updates on prescription orders, shipping details, and delivery timelines.
• Coordinate with pharmacists to address inquiries related to prescriptions, formulations, or order processing.
• Document all interactions in the pharmacy’s CRM or pharmacy software system.
• Proactively notify patients or clinics of delays, backorders, or prescription issues requiring attention.
• Verify patient information, ensuring HIPAA compliance at all times.
• Escalate complex or sensitive concerns to appropriate departments or supervisors.
• Follow up on outstanding issues to ensure resolution and satisfaction.
• Maintain up-to-date knowledge of pharmacy policies and applicable regulations.
• Participate in ongoing training and quality assurance initiatives.

SKILLS & ABILITIES

• Excellent verbal communication skills with a clear, professional phone presence.
• Strong active listening skills.
• Exceptional customer service and interpersonal abilities.
• Ability to multitask while maintaining strong attention to detail.
• Strict adherence to confidentiality and HIPAA compliance.
• Problem-solving mindset with the ability to de-escalate situations.
• Collaborative, team-oriented approach.
• Reliable, punctual, and accountable work ethic.

EDUCATION & EXPERIENCE

• High school diploma or equivalent required.
• 1–2 years of customer service experience required, preferably in healthcare, pharmacy, or a medical office.
• Familiarity with HIPAA regulations.
• Bilingual (Spanish) is a plus but not required.

AN EQUAL OPPORTUNITY EMPLOYER

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.