Pharmacy Lead Customer Care Specialist

This is a Fully Remote Job About Our Client: The organization operates in the pharmacy services sector, addressing challenges in patient care and medication management. It focuses on improving customer care interactions and ensuring timely resolution of pharmacy-related issues to support patient satisfaction and operational efficiency. About the Opportunity: The PHARMACY LEAD CUSTOMER CARE SPECIALIST role is designed to lead and coordinate customer care efforts within the pharmacy. This position is critical for managing escalations, directing team efforts, and ensuring high-quality service delivery. The role impacts patient experience and internal team performance by resolving complex issues and supporting continuous improvement. Responsibilities: Manage the customer care escalations email workflow. Collaborate with the Customer Care Supervisor to address all team escalations daily. Assign and oversee resolution of address exceptions from pharmacy operations leadership. Report potential issues impacting escalation resolution to the Customer Care Supervisor. Escalate unresolved matters to appropriate pharmacy directors, sales representatives, or analytics teams. Coordinate with other departments to resolve customer problems and document outcomes. Maintain required patient interactions and call volumes monthly. Onboard, train, and mentor new Customer Care team members. Provide leadership support in the absence of the Customer Care Supervisor. Participate in projects assigned by Customer Care Supervisor or pharmacy operations leadership. Requirements: Bachelor’s Degree. Minimum 2 years of pharmacy operations experience. Preferred 2+ years of customer care, patient satisfaction, or related experience. Strong customer service, problem-solving, and communication skills. Ability to work independently. Required State Pharmacy Technician license (if applicable) and national Pharmacy Technician certification (PTCB or equivalent). Pay Range and Compensation Package: Starting salary at $26 per hour and up. Quarterly incentive bonuses. Sign-On Bonus of $5,000 for employees starting before December 31, 2026. Benefits & Perks: Medical, Dental, and Vision insurance. 401(k) with match. Paid Time Off and Paid Holidays. Tuition Reimbursement. Paid Volunteer Day. Floating Holiday. Referral Incentive. Paid Life, and short & long-term disability insurance. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.