Neovance ยท 1 day ago
Pharmacy Technician - Customer Service
United States
Full-time
Remote
Entry, Mid Level
$25/hr - $28.50/hr
2+ years expNeovance is transforming the patient experience by providing technology-enabled patient access solutions. The Customer Service Pharmacy Technician will be the primary point of contact for resolving pharmacy issues, ensuring timely solutions to prescription and delivery concerns while maintaining exceptional service standards.
Pharmaceuticals
Responsibilities
Handle escalated pharmacy inquiries from patients, healthcare providers, and internal teams with professionalism and empathy
Investigate and resolve prescription delays, insurance rejections, and shipment discrepancies
Respond to incoming calls and faxes quickly and efficiently, identifying the best way to assist each caller
Verify HIPAA information and maintain strict confidentiality in all patient and provider interactions
Use active listening to understand caller needs, diffuse challenging situations, and ensure patients feel supported and valued
Serve as liaison between patients, prescribers, and internal departments
Provide clear updates on prescription status and resolution timelines
Collaborate closely with pharmacists and pharmacy teams to meet patient and provider needs in a timely manner
Coordinate with call center Hub programs as applicable
Enter prescriptions into pharmacy processing systems accurately and efficiently, prioritizing based on urgency
Perform pharmaceutical calculations required to process prescription orders
Document all interactions and resolutions in pharmacy systems (EPS) following Neovance policies and procedures
Ensure all actions comply with state and federal pharmacy regulations, HIPAA, and company policies
Identify recurring issues and collaborate with leadership to implement process improvements
Provide feedback to reduce escalation volume and improve workflows
Assist with back-end pharmacy fill operations when needed
Qualification
Required
Bachelor's degree OR active progress toward a degree OR Pharmacy Technician Certification (RPT or CPhT preferred)
If no degree/certification: High School Diploma/GED and 4+ years of healthcare or pharmacy experience
Active Florida Registered Pharmacy Technician license in good standing
2+ years healthcare or pharmacy experience (non-commercial pharmacy experience preferred)
Proficiency with Microsoft Office and ability to navigate multiple computer systems quickly
Experience using complex or multi-line phone systems; able to remain on the phone for extended periods
Ability to accurately perform pharmaceutical calculations without assistance
Typing speed of 50+ WPM
Preferred
Prior exposure to escalations or complex issue resolution in a healthcare environment
Strong verbal and written communication skills with the ability to maintain a calm, professional demeanor
Experience working in a metrics-driven environment; ability to meet call center expectations within 90 days
Strong organization, multitasking, and time-management capabilities
Ability to collaborate effectively within diverse teams; customer-service mindset
Adaptable and comfortable managing multiple priorities in a fast-paced setting
Benefits
Medical, Dental, and Vision coverage
Life Insurance
Short- and Long-Term Disability
401(k) with a 5% company match with immediate vesting
Personal Time Off (PTO) or Flexible Time Off (FTO)
Company bonus where applicable
Company
Neovance
Neovance delivers AI-driven, patient-centric access solutions that speed therapy initiation, reduce barriers, and improve outcomes.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase