Certified Technician Customer Service Specialist

About the Role

The Certified Pharmacy Technician – Customer Service Specialist is the frontline contact for Greenwich Rx, serving as the first point of communication for providers, clinic staff, and patients. Every call, fax, or support ticket is an opportunity to deliver accurate information, ensure compliance, and reinforce the trust that providers and patients place in our pharmacy.

This is not a traditional call center role. In a compounding pharmacy environment, accuracy, urgency, and compliance directly impact patient care. A missed detail, incorrect status update, or failure to follow HIPAA protocols can have real consequences. This role requires a high level of accountability, attention to detail, and commitment to service quality.

Reporting to the Customer Service Lead, this position is responsible for handling inbound communications, documenting all interactions, maintaining HIPAA compliance, and escalating issues appropriately.

Key ResponsibilitiesProvider & Clinic Support

• Handle inbound calls, faxes, and tickets from providers and clinic staff promptly and professionally
• Verify provider identity and account details per SOP before proceeding
• Provide accurate, real-time updates on prescription status, order tracking, compound availability, and account-related inquiries
• Support onboarding questions, fax confirmations, and ordering guidance
• Escalate clinical questions, discrepancies, or complex issues to appropriate internal teams
• Follow up on pending inquiries within committed timelines

Patient Support

• Respond to patient and caregiver inquiries with professionalism and empathy
• Complete all required HIPAA verification steps before discussing any patient information
• Assist with prescription status, refill eligibility, delivery updates, and billing questions
• Handle concerns and complaints carefully, ensuring proper documentation and escalation
• Maintain a patient-first mindset in all interactions

HIPAA Compliance & Privacy

• Perform identity verification on every interaction involving PHI—no exceptions
• Access only necessary patient information for each interaction
• Document verification steps clearly in the system
• Immediately escalate any privacy concerns or potential breaches
• Ensure all communication and documentation meet regulatory standards

Ticketing & Documentation (FreshDesk)

• Create and maintain a ticket for every applicable interaction
• Document interactions in real time with complete and accurate details
• Categorize tickets correctly for reporting and tracking
• Monitor SLA timelines and proactively escalate risks to resolution deadlines
• Keep all records audit-ready and compliant

Complaint Handling & Escalation

• Receive and document provider and patient complaints thoroughly
• Avoid making commitments outside of authority
• Route complaints to appropriate teams with full context
• Escalate urgent concerns immediately, including:
• Adverse reactions
• Dispensing concerns
• Compliance issues
• Follow up on complaints as promised

Cross-Functional Coordination

• Collaborate with Pharmacy Operations, Data Entry, and other teams to resolve issues
• Communicate clearly when requesting information or updates
• Document all internal coordination in ticketing system
• Ensure all shared information is verified and accurate

SOP Adherence & Quality Standards

• Follow all established SOPs without deviation
• Escalate unclear situations instead of improvising
• Maintain high standards of documentation and compliance throughout each shift
• Ensure consistency in performance regardless of workload or time of day

QualificationsRequired

• Active Certified Pharmacy Technician (CPhT) certification
• Active Texas State Board of Pharmacy (TSBP) registration in good standing
• Minimum 1 year of experience in pharmacy, healthcare customer service, or patient coordination
• Strong understanding of HIPAA and patient privacy standards
• Experience using FreshDesk or similar ticketing systems
• Excellent verbal and written communication skills
• Ability to work in a high-volume, fast-paced environment while maintaining accuracy

Preferred

• Experience in a compounding pharmacy (503A or 503B)
• Familiarity with prescription workflows and compound formulations
• Experience handling patient complaints and escalations
• Knowledge of EPCS and provider onboarding processes
• Experience working in SOP-driven, compliance-focused environments

Core Competencies

• Accountability: Owns each interaction from start to finish
• Attention to Detail: Maintains accuracy in high-volume settings
• HIPAA Discipline: Follows verification procedures consistently
• Communication: Clear, professional, and empathetic
• Problem Solving: Knows when to resolve vs escalate
• Composure: Handles difficult conversations with professionalism

Work Environment

• Onsite role (not remote)
• Fast-paced, high-volume call and support environment
• Extended periods of sitting and computer use
• Frequent phone and system interaction
• Ability to multitask across systems while maintaining accuracy

Schedule & Availability

• Full-time, non-exempt position
• Must be available for flexible scheduling, including:
• Early shifts
• Extended hours during peak demand
• Occasional weekends

Why Join Greenwich Rx

At Greenwich Rx, we are committed to delivering precision, compliance, and exceptional service in every interaction. This role is critical to ensuring providers and patients receive accurate, timely, and professional support.

Equal Opportunity Employer

Greenwich Rx is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, religion, gender, age, disability, or any other protected status.

Pay: $16.50 - $25.00 per hour

Benefits:

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

Work Location: In person