Serve as the primary point of contact for patients with questions or concerns regarding pharmacy orders, ensuring timely and compassionate resolution of issues.
Work closely with pharmacy partners to ensure accurate order processing and timely fulfillment of prescriptions and non-prescription products.
Track and monitor pharmacy operations, ensuring that orders are being fulfilled within expected timelines and identifying any potential delays.
Collaborate with the pharmacy and medical team to quickly resolve order discrepancies, prescription issues, and other operational challenges.
Deliver outstanding customer service through phone, email, and Athena messaging, ensuring that patients receive prompt, accurate, and helpful responses to their inquiries.
Identify and suggest opportunities for improving operational processes related to pharmacy order fulfillment and customer interaction.
Maintain clear records of all patient interactions, issues, and resolutions, providing regular reports to the Director of Pharmacy E-Commerce on performance and potential areas of improvement.

Bachelor’s degree or equivalent experience in healthcare, business, operations, or a related field.
1-3 years of experience in a customer service or operational role. Experience in a healthcare or e-commerce setting is a plus.
Strong communication and problem-solving skills, with a passion for helping patients and ensuring their needs are met.
A background or strong interest in operations, with the ability to monitor processes and ensure timely completion of tasks.
Strong attention to detail, ensuring that all issues are followed up and resolved accurately.
Comfortable with using customer service platforms (Zendesk), EHR (Athena), and spreadsheets for tracking orders and interactions. Comfort with Shopify a plus.
Ability to collaborate effectively with internal teams (pharmacy, medical, and e-commerce) and external partners.

Operations & Customer Support Associate, Pharmacy

Key skills