Customer Service Representative – Pharmacy

About the role

The Customer Service Representative (CSR) is the first point of contact for patients, providers, and healthcare partners. You will deliver exceptional service while supporting the prescription fulfillment process and ensuring compliance with HIPAA and pharmacy regulations.

Key responsibilities

• Answer inbound calls, emails, texts and other communications promptly and courteously.
• Assist patients with prescription status, order processing, payments, shipping updates, refill requests and general pharmacy inquiries.
• Collect, verify and enter patient demographic and prescription data into the pharmacy management system.
• Coordinate with pharmacists and technicians to resolve prescription questions and expedite orders.
• Communicate delays, missing information, prior authorizations and shipping updates to patients and providers.
• Process payments, handle billing questions and schedule deliveries.
• Maintain detailed documentation of all interactions and ensure HIPAA and regulatory compliance.
• Escalate clinical or complex issues to pharmacists and participate in quality‑improvement initiatives.

Required profile

• High school diploma or GED.
• Minimum 2 years of customer‑service experience, preferably in healthcare, pharmacy, medical office or call‑center environments.
• Excellent verbal and written communication skills.
• Strong attention to detail, organizational ability and multitasking in a fast‑paced environment.
• Professional, patient‑centered demeanor.

Required skills

• Proficiency with Microsoft Office.
• Experience with computer‑based systems and ability to learn pharmacy software.
• Familiarity with CRM platforms.