Customer Service Associate

Client Overview:

We are a leading pharmaceutical organization dedicated to improving patient outcomes through innovative therapies and exceptional service. Our portfolio includes prescription medications, specialty products, and patient support programs that help healthcare professionals and patients manage complex conditions. We foster a collaborative, compliance-driven environment where integrity, quality, and customer focus are at the core of everything we do. Our client is seeking a Customer Service Representative to join their team.

Salary/Hourly Rate:

$50k - $65k

Position Overview:

The Customer Service Representative will serve as a primary point of contact for patients, healthcare providers, pharmacies, and internal teams. This role is responsible for handling inquiries related to products, orders, reimbursement support, and patient assistance programs while ensuring all interactions comply with pharmaceutical industry regulations and company policies.

Responsibilities of the Customer Service Representative:

• Respond promptly and professionally to inbound calls, emails, and online inquiries from patients, providers, and pharmacies.
• Provide accurate information on product availability, order status, pricing, and basic product support within approved guidelines.
• Support patient access and reimbursement processes by directing customers to appropriate resources and programs.
• Document all interactions in the CRM system in accordance with company and regulatory requirements.
• Escalate complex medical, safety, or adverse event reports to the appropriate internal teams following established protocols.
• Collaborate with sales, logistics, and patient support teams to resolve customer issues and ensure timely order fulfillment.
• Maintain up-to-date knowledge of company products, policies, and compliance standards.
• Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction.
• Handle sensitive patient and prescriber information in strict accordance with HIPAA and privacy regulations.

Required Experience/Skills for the Customer Service Representative:

• 2-5 years of customer service experience in a call center, healthcare, or related environment.
• Strong verbal and written communication skills with a professional, empathetic demeanor.
• Proven ability to manage high call volumes and multitask in a fast-paced setting.
• Excellent problem-solving skills and attention to detail.
• Proficiency with Microsoft Office and CRM or ticketing systems.
• Ability to handle confidential information and adhere to strict compliance and privacy standards.
• Strong organizational skills and reliability in following documented processes.

Preferred Experience/Skills for the Customer Service Representative:

• Prior experience in pharmaceutical, biotech, healthcare, or medical device customer support.
• Familiarity with pharmacy operations, insurance verification, or patient assistance programs.
• Knowledge of HIPAA, FDA, and other relevant healthcare regulations.
• Experience supporting specialty medications or complex treatment regimens.
• Bilingual (English/Spanish or other languages) a plus.

Education Requirements:

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Healthcare Administration, Life Sciences, or a related field preferred.

Benefits:

• Competitive pay with performance-based incentives.
• Medical, dental, and vision insurance.
• Company-paid life and disability insurance.
• 401(k) with company match.
• Paid time off and company holidays.
• Employee assistance program and wellness resources.
• Training and professional development opportunities.
• Potential for career growth within a leading pharmaceutical organization.