Hallandale Pharmacy ยท 3 weeks ago
Director of Customer Service
Fort Lauderdale, FL
Full-time
Onsite
Director/Executive
10+ years expHallandale Pharmacy is seeking a Director of Customer Service to lead and optimize their customer service operations. This role focuses on ensuring an exceptional and compliant experience for patients, clinics, and healthcare providers while overseeing all customer-facing support functions.
MedicalPharmaceuticalSales
Responsibilities
Lead, coach, and develop the Customer Service team, including hiring, onboarding, training, performance management, and ongoing professional development
Establish clear workflows, service standards, and accountability for all customer service operations
Oversee daily inbound and outbound customer communications, including phone, email, and digital portals, ensuring timely and accurate responses to patient, clinic, and provider inquiries
Serve as the escalation point for complex, sensitive, or high-risk customer issues and ensure appropriate resolution
Ensure customer service operations comply with HIPAA, USP standards, pharmacy regulations, and internal policies and procedures
Develop, document, and maintain customer service standard operating procedures (SOPs) in collaboration with Pharmacy Operations, Compliance, and Quality teams
Monitor, analyze, and report on key performance indicators, including call volume, response times, resolution rates, customer satisfaction, and escalation trends
Use data and customer feedback to identify trends, root causes, and opportunities for process improvement
Partner cross-functionally with Pharmacists, Operations, Billing, IT, and Executive Leadership to resolve systemic issues impacting customer experience
Act as the internal voice of the customer, providing insights and recommendations to leadership
Oversee customer service systems and tools, including CRM, call center platforms, and reporting dashboards
Identify and implement process improvements, automation, and scalable solutions to support growth and increasing service demand
Support new service offerings, workflow changes, and operational initiatives from a customer experience and readiness perspective
Qualification
Required
Bachelor's degree required; advanced degree preferred
10+ years of progressive customer service, operations, or customer experience leadership experience
Minimum of 5+ years leading customer service teams in healthcare, pharmacy, life sciences, or other highly regulated industries
Strong leadership and people-management skills with the ability to coach, develop, and motivate high-performing customer service teams
Exceptional communication skills, including the ability to handle complex, sensitive, or escalated conversations with professionalism and empathy
Deep customer-centric mindset with a focus on delivering consistent, high-quality service experiences
Strong operational and organizational skills with the ability to manage multiple priorities in a fast-paced environment
Excellent problem-solving and decision-making abilities, including root-cause analysis and process improvement
High attention to detail and commitment to accuracy, quality, and regulatory compliance
Thorough understanding of HIPAA and confidentiality requirements in customer-facing operations
Data-driven mindset with the ability to analyze performance metrics and translate insights into action
Ability to collaborate effectively across departments, including Pharmacy Operations, Compliance, IT, and Executive Leadership
Comfortable leading change, implementing new processes, and scaling operations as the organization grows
Proficiency with CRM systems, call center platforms, and customer service technologies
Professional judgment and discretion when handling confidential or high-risk situations
Preferred
Experience in compounding or specialty pharmacy environments
Experience supporting national or multi-site operations
Bilingual (Spanish) a plus
Company
Hallandale Pharmacy
Hallandale Pharmacy sells biologic medical products.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
L
Lucy Anderson
Founder & CEO
Company data provided by crunchbase