Certified Technician Customer Service Lead

Job Summary

The Certified Pharmacy Technician – Customer Service Lead is responsible for leading day-to-day customer service operations within a high-volume compounding pharmacy environment. This role ensures all provider and patient inquiries are handled accurately, efficiently, and in full compliance with HIPAA and Texas State Board of Pharmacy (TSBP) regulations.

This is a working lead role, meaning you will actively handle calls and tickets while coaching team members, managing workflow, and ensuring service excellence across every interaction.

Why This Role Matters

In a compounding pharmacy, customer service is not a traditional call center function. Every interaction directly impacts:

• Patient therapy timelines
• Provider relationships
• Regulatory compliance

Accuracy, urgency, and professionalism are critical to success.

Key ResponsibilitiesCustomer Service Operations

• Lead all shift-level customer service activities including inbound calls, tickets, and inquiries
• Serve as a working lead by handling provider and patient interactions alongside the team
• Monitor ticket queues (FreshDesk or similar) to ensure SLA compliance
• Manage priority and urgent requests with appropriate escalation
• Ensure accurate and complete documentation for all interactions

Provider & Patient Support

• Respond to provider inquiries regarding prescription status, order tracking, and product availability
• Assist patients with prescription updates, refill eligibility, and order status
• Ensure all communications are accurate, professional, and compliant
• Route and track complaints through resolution

HIPAA & Compliance

• Enforce strict HIPAA compliance and patient verification procedures
• Ensure all team members follow proper privacy and documentation standards
• Escalate any potential compliance or privacy concerns immediately

Team Leadership & Coaching

• Provide real-time coaching and feedback to customer service team members
• Monitor performance, accuracy, and communication quality
• Support onboarding and training of new hires
• Reinforce accountability and service standards

Queue & Workflow Management

• Manage ticket distribution and workload balancing
• Monitor response and resolution times
• Identify trends, bottlenecks, and process gaps
• Partner with internal teams (Pharmacy, Operations, Data Entry) to resolve issues

Escalation Management

• Handle complex provider and patient escalations
• Escalate systemic or unresolved issues to leadership with full documentation
• Ensure timely follow-up and resolution

QualificationsRequired

• Active Certified Pharmacy Technician (CPhT) certification
• Active Texas Pharmacy Technician registration (TSBP)
• 2–3+ years of pharmacy, healthcare customer service, or patient support experience
• Strong knowledge of HIPAA compliance and patient privacy practices
• Experience with ticketing systems (FreshDesk or similar)
• Proven ability to lead, coach, and manage a team in a fast-paced environment
• Excellent communication and problem-solving skills

Preferred

• Experience in a compounding pharmacy (503A/503B) environment
• Familiarity with pharmacy systems and prescription workflows
• Experience managing high-volume customer service queues
• Background in process improvement or SOP development

Key Competencies

• Strong attention to detail and accuracy
• Ability to manage high-volume workload with professionalism
• Leadership presence and coaching ability
• Sound judgment in escalation and decision-making
• Ability to identify patterns and operational issues
• Patient-first and provider-focused mindset

Work Environment

• Onsite role (not remote)
• Fast-paced, high-volume customer service environment
• Extended sitting, computer, and phone use required
• May require flexible scheduling, including extended hours or weekends

Equal Opportunity Employer

Greenwich Rx is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate based on any protected status.

Pay: $20.00 - $27.19 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person