Chemistry Rx Compounding and Specialty Pharmacy · 19 hours ago
Customer Service Specialist
Folcroft, PA
Full-time
Onsite
Mid Level
3+ years expChemistry Rx is a compounding and specialty pharmacy dedicated to providing the highest quality of customized medication to patients, providers and other organizations across the entire healthcare continuum. They are seeking a Customer Service Specialist to support patient and provider service operations, handle inquiries, resolve issues, and maintain service quality and patient satisfaction.
Health CareMedicalPharmaceuticalTherapeutics
Responsibilities
Respond to patient and provider inquiries via phone, email, and other communication channels as assigned
Provide clear, accurate, and professional communication while maintaining empathy and discretion
Support patients with general questions related to prescriptions, order status, delivery/shipping, billing questions, and pharmacy processes (as applicable)
Ensure follow-ups are completed within expected timelines and service standards
Serve as a point of contact for escalated patient concerns, complex issues, or service failures
Investigate complaints and service issues by gathering information, reviewing documentation, and coordinating with internal teams
Work cross-functionally with Pharmacy, Operations, Billing, Shipping, and Compliance to resolve issues efficiently
Document escalations and outcomes thoroughly and accurately
Track and report recurring issues, complaint trends, and service breakdowns
Support patient satisfaction efforts by collecting feedback and identifying improvement opportunities
Collect, organize, and analyze patient and provider feedback data (surveys, complaints, call trends, and qualitative feedback) to identify recurring issues and opportunities for improvement
Prepare clear summaries and insights from feedback data and present key findings to leadership, including the C-suite, to support decision-making and service improvements
Track and report experience trends over time, including common pain points, resolution outcomes, and communication gaps
Contribute to continuous improvement initiatives focused on service quality, communication clarity, and patient experience
Assist with maintaining customer service documentation, templates, scripts, and escalation pathways
Ensure all interactions follow HIPAA privacy standards and applicable pharmacy regulations
Maintain accurate records of communications, resolutions, and follow-up actions
Escalate compliance concerns, potential risks, or repeated issues to appropriate internal stakeholders
Assist in preparation for audits, inspections, and quality reviews related to patient communications and documentation
Partner with site teams and internal departments to support seamless patient service across pharmacy locations
Communicate trends, bottlenecks, and recurring operational challenges impacting patient experience
Coordinate with Licensing and Compliance when patient concerns involve regulatory requirements
Qualification
Required
3+ years of experience in customer service, patient support, or customer experience (healthcare, pharmacy, or regulated industry preferred)
Strong conflict-resolution skills and ability to remain calm in sensitive situations
Excellent written and verbal communication skills
High attention to detail and strong documentation skills
Ability to manage multiple priorities in a fast-paced environment
Familiarity with pharmacy operations, insurance processes, prescription workflows, and HIPAA is a plus
Comfort working with customer experience data and translating feedback into clear, executive-level summaries
Strong ability to communicate trends, risks, and recommendations to senior leadership
Professional, dependable, and patient-focused approach
Ability to work on a computer for extended periods of time
Ability to communicate clearly by phone and in writing
Ability to work in a fast-paced, regulated environment while maintaining accuracy
Company
Chemistry Rx Compounding and Specialty Pharmacy
Chemistry Rx is an ACHC & URAC accredited compounding and specialty pharmacy located in Folcroft, PA.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jonathan Mordis, Pharm D.
Chief Executive Officer
John Kreft, CPA
Chief Financial Officer
Company data provided by crunchbase