Job Description

Job Description

Job Description

PLEASE READ BEFORE APPLYING

Location Requirement: This is a remote position, but you must be located in IL, WI, IN, or FL . Applicants outside these states are not eligible.

Job Title: Remote Pharmacy Customer Care Specialist

Job Description

• Serve as the primary point of contact for home dialysis customers, providing professional, empathetic, and timely support.
• Process customer orders via telephone accurately and efficiently while ensuring full compliance with pharmacy regulations.
• Obtain and verify customer information, including prescription details, quantities, and product usage, to ensure safe and accurate order fulfillment.
• Ensure all patient-related interactions comply with HIPAA regulations and protect patient confidentiality at all times.
• Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate solutions.
• Investigate and track product shipments using carrier tools such as the UPS website and coordinate with the transportation team to resolve delivery issues.
• Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipment options for back-ordered items to ensure timely delivery.
• Process customer returns and request customer credits in accordance with company policies and procedures.
• Collaborate with Routing, Transportation, Sales, and Credit & Collections teams to resolve customer issues and provide a cohesive, seamless customer experience.
• Meet established performance expectations related to call quality, schedule adherence, order accuracy, and service level standards.
• Adapt to changing business needs and evolving customer requirements while maintaining a high standard of service.
• 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 the Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Work closing shifts as needed and remain available until all customer calls in the queue have been answered.
• Handle high call volumes and maintain composure and professionalism under pressure in a fast-paced call center environment.

Essential Skills

• Active pharmacy technician license AND Active Certification from PTCB or NHA from one of the following states: Illinois (IL), Indiana (IN), Wisconsin (WI), or Florida (FL).
• Minimum of 2–4 years of call center experience in a clinical or pharmacy setting.
• High school diploma or equivalent GED.
• Demonstrated experience handling high call volumes in a customer-facing environment.
• Excellent written and verbal communication skills.
• Ability to work effectively under pressure while maintaining a professional and empathetic demeanor.
• Strong attention to detail, including accurate order entry and documentation.
• Proven problem-solving, conflict resolution, and organizational skills.
• Ability to work independently and reliably in a remote environment.
• Proficiency with Microsoft 365, including SharePoint and Microsoft Teams.
• Ability to work within the operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Reliable high-speed wired internet connection suitable for remote call center work.
• Ability to maintain a HIPAA-compliant workspace and uphold confidentiality standards.

#ACTpharm26 

Work Environment

This position is 100% remote and operates within a structured call center environment that supports home dialysis patients. Team members work from a dedicated, HIPAA-compliant workspace in their home and may not work from public spaces or open, shared environments. A strong, reliable high-speed wired internet connection is required; hotspot connections are not permitted. The Customer Care team operates Monday through Friday between 7:00 a.m. and 6:00 p.m. CST. Employees should expect an 8-hour shift within these hours, with typical schedules likely falling between 9:00 a.m. and 5:00 p.m. or 10:00 a.m. and 6:00 p.m. CST. All calls in the queue must be handled before signing off for the day, and schedules are communicated approximately two weeks in advance. Training is fully remote, lasts about six weeks, and occurs during daytime hours (approximately 8:00 a.m. to 4:00 p.m. or 8:30 a.m. to 4:30 p.m. CST), after which team members begin taking calls independently.

This is a Contract to Hire position based out of Madison, WI.

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)

This is a fully remote position.

This position is anticipated to close on Jul 24, 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.

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