Pharmacy Patient Support Specialist - 253388

Responsibilities & Duties

• Proactively monitor customer accounts to identify potential issues and address them in a timely manner
• Serve as first-line support for inbound customer calls, providing prompt and effective assistance
• Conduct regular check-ins and health assessments to gauge customer satisfaction and identify areas for improvement
• Perform outbound calls to support users with technical issues, reminders, and guidance
• Lead remote onboarding for new customers, including product training and ongoing support to ensure successful adoption
• Provide patient training via phone, video, or in-person (clinic, pharmacy, or home settings as needed)
• Troubleshoot device-related issues and coordinate replacements when necessary
• Ensure compliance with standard operating procedures (SOPs), including servicing, handling complaints, and product returns

Required Competencies

• Proven experience in a patient or member success role
• Healthcare industry experience preferred

Key Skills & Attributes

• Strong customer-focused mindset, including handling and resolving complaints professionally
• Excellent organizational and time management skills
• Clear and effective communication skills
• Strong problem-solving and decision-making abilities
• High attention to detail with the ability to manage multiple tasks

Performance Metrics

• Timely completion of support tickets
• Effectiveness in resolving customer issues
• Customer satisfaction and experience