Pharmacy Customer Care Associate
Senior LIFE PACE, Aurora, CO, United States
Position Summary
The Customer Care Associate position serves internal and external customers by determining requirements, answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the ‘WE CARE’ customer service promise.
Location: Aurora, CO. Pay: $18‑22/hr.
Key Relationships
The Customer Care Associate reports directly to the Director of Pharmacy Services and works closely with customer service, order entry technicians, pharmacists, and pharmacy operations staff. The role collaborates with Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, Inventory, and Logistics, as well as PACE Center staff, LTC facility staff, nurses, and practitioners.
Essential Duties and Responsibilities
Triage queues – assign to appropriate folder after ensuring all pertinent information is contained.
Utilize CRM tools to triage and respond to customer inquiries and needs.
Effectively manage incoming calls, triage issues, and direct to appropriate areas if unable to resolve. Spends 85% of shift available to take calls.
Make outbound calls to PACE Centers, LTC Facilities, courier services, logistics companies, and backup pharmacies as needed.
Organize workflow to meet internal and external needs – calls and STATs come first.
Run no‑refill report on the monthly calendar to request renewal prescriptions from centers.
Identify and escalated priority issues to Pharmacist‑in‑Charge or appropriate department manager.
Track deliveries through vendor portals, phone, or other methods and relay information to stakeholders.
Review and follow up on owe book (meds not in stock that are being ordered).
Make member status changes in pharmacy systems as required.
Document all call information requiring action by team members.
Remain calm and professional when faced with emotional or frustrated customers.
Follow procedures, guidelines, and SOPs to ensure compliance.
Be competent in software systems including SalesForce, FrameworkLTC, FrameworkECM, Omnicell, and the Automated Packaging System.
Perform additional duties as assigned by manager.
Experience, Skills and Educational Requirements
6 months pharmacy or medical experience preferred.
High School Diploma or equivalent required.
Customer orientation and adaptability to various call types.
Proven customer support experience with a passion for excellence.
Strong attention to detail and problem‑solving ability.
Strong phone contact handling and active listening skills.
Strong work ethic and teamwork mindset.
Experience with word processing, spreadsheets, databases, internet, e‑mail, and pharmacy information systems.
Additional Skills and Requirements
Ability to read, write, speak, and comprehend English.
Use good judgment and work in a fast‑paced, challenging, technical environment.
Work effectively with teams.
Active listening and detail orientation.
Customer service orientation with excellent verbal and written communication.
High energy level.
Information contained in this description represents the general nature of work being performed. This is not an exhaustive list of all responsibilities, duties, and skills required for the position. Reasonable accommodations will be considered in appropriate circumstances; accommodation specifics will be discussed with individual applicants.
NOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.
EEO
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The Customer Care Associate position serves internal and external customers by determining requirements, answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the ‘WE CARE’ customer service promise.
Location: Aurora, CO. Pay: $18‑22/hr.
Key Relationships
The Customer Care Associate reports directly to the Director of Pharmacy Services and works closely with customer service, order entry technicians, pharmacists, and pharmacy operations staff. The role collaborates with Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, Inventory, and Logistics, as well as PACE Center staff, LTC facility staff, nurses, and practitioners.
Essential Duties and Responsibilities
Triage queues – assign to appropriate folder after ensuring all pertinent information is contained.
Utilize CRM tools to triage and respond to customer inquiries and needs.
Effectively manage incoming calls, triage issues, and direct to appropriate areas if unable to resolve. Spends 85% of shift available to take calls.
Make outbound calls to PACE Centers, LTC Facilities, courier services, logistics companies, and backup pharmacies as needed.
Organize workflow to meet internal and external needs – calls and STATs come first.
Run no‑refill report on the monthly calendar to request renewal prescriptions from centers.
Identify and escalated priority issues to Pharmacist‑in‑Charge or appropriate department manager.
Track deliveries through vendor portals, phone, or other methods and relay information to stakeholders.
Review and follow up on owe book (meds not in stock that are being ordered).
Make member status changes in pharmacy systems as required.
Document all call information requiring action by team members.
Remain calm and professional when faced with emotional or frustrated customers.
Follow procedures, guidelines, and SOPs to ensure compliance.
Be competent in software systems including SalesForce, FrameworkLTC, FrameworkECM, Omnicell, and the Automated Packaging System.
Perform additional duties as assigned by manager.
Experience, Skills and Educational Requirements
6 months pharmacy or medical experience preferred.
High School Diploma or equivalent required.
Customer orientation and adaptability to various call types.
Proven customer support experience with a passion for excellence.
Strong attention to detail and problem‑solving ability.
Strong phone contact handling and active listening skills.
Strong work ethic and teamwork mindset.
Experience with word processing, spreadsheets, databases, internet, e‑mail, and pharmacy information systems.
Additional Skills and Requirements
Ability to read, write, speak, and comprehend English.
Use good judgment and work in a fast‑paced, challenging, technical environment.
Work effectively with teams.
Active listening and detail orientation.
Customer service orientation with excellent verbal and written communication.
High energy level.
Information contained in this description represents the general nature of work being performed. This is not an exhaustive list of all responsibilities, duties, and skills required for the position. Reasonable accommodations will be considered in appropriate circumstances; accommodation specifics will be discussed with individual applicants.
NOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.
EEO
#J-18808-Ljbffr