Patient Support Representative
Location Hybrid | Louisville, KY
Compensation & Schedule
• $17.00 per hour
• Mon–Fri, between 8:00am–8:00pm (final shift assigned during training)
• W2
• Start date TBD
ROLE IMPACT
This hybrid role supports patients, caregivers, and providers by ensuring timely and accurate coordination of refill requests and shipment scheduling. As the first point of contact, this position plays a key role in delivering a seamless customer experience while upholding service quality and compliance standards.
KEY RESPONSIBILITIES
• Manage inbound and outbound calls to/from patients, caregivers, and providers with professionalism and empathy
• Process prescription refill requests and schedule medication shipments
• Accurately document interactions and resolutions within internal systems
• Guide callers through next steps and ensure timely follow-ups
• Comply with all operational policies and procedures
MINIMUM QUALIFICATIONS
• 1+ year experience in a call center or customer service setting
• Familiarity with healthcare or pharmacy services preferred
• Must obtain Pharmacy Board Technician Registration within first 30 days
• Ability to type 35+ WPM with strong multitasking and problem-solving skills
CORE TOOLS & SYSTEMS
• Microsoft Office Suite
• Telephony platforms (e.g., Avaya, Five9)
• CRM or patient management systems
• Internal knowledge bases and ticketing tools
PREFERRED SKILLS
• Experience in pharmacy call center environments
• Bilingual fluency (English/Spanish)
• Knowledge of HIPAA and healthcare privacy regulations
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