Customer Service Representative - Shared Services Team | Remote

PharmaCentra LLC
Job Type: Full-Time
Location: Fully Remote - United States
Schedule: Full-time; includes one weekend day each week
Department: Shared Services

Make Every Conversation Count

PharmaCentra LLC is looking for highly skilled Customer Service Representatives to join our growing Shared Services Team.

Our Shared Services Team supports multiple healthcare programs, which means no two calls are necessarily the same. Team members may assist individuals interested in participating in clinical research studies, help patients locate pharmacies with their prescriptions available, or contact pharmacies on behalf of patients to identify medication availability.

This is a fast-paced, high-volume contact center environment where you'll need to listen carefully, ask the right questions, navigate multiple systems, document information accurately, and move seamlessly between different programs and types of customer interactions.

If you're an experienced customer service professional who thrives on variety, enjoys helping people, and can maintain accuracy and professionalism while managing a high volume of calls, we'd like to hear from you.

What You'll Do

Clinical Trial Participant Support

• Handle inbound and outbound calls with individuals interested in learning more about potential clinical trial opportunities.
• Ask standardized health and eligibility screening questions using approved scripts and procedures.
• Accurately document screening responses and other relevant information in the CRM.
• Explain the next steps in the screening and scheduling process using approved information.
• Schedule qualified or eligible participants with appropriate clinical research sites based on established program requirements.
• Help identify clinical trial locations that are reasonably accessible to participants based on their location and program criteria.
• Communicate professionally and empathetically with individuals who may have questions about participating in clinical research.
• Maintain confidentiality when handling personal and health-related information.
• Follow all project-specific procedures, scripts, workflows, and escalation requirements.

Pharmacy Locator Support

• Handle inbound and outbound calls from patients seeking assistance locating a pharmacy.
• Determine the patient's pharmacy and prescription availability needs.
• Contact pharmacies on behalf of patients to determine whether a prescription is currently in stock or can be ordered.
• Search for pharmacies within the distance the patient is willing to travel.
• Communicate pharmacy availability information accurately to patients.
• Document pharmacy contacts, availability information, and call outcomes in the appropriate systems.
• Conduct follow-up calls when required.
• Provide professional, empathetic service to patients who may be experiencing difficulty obtaining their medication.

Shared Services Responsibilities

• Transition efficiently between different client programs, call types, workflows, and systems.
• Handle both inbound and outbound telephone interactions.
• Manage a high volume of calls while maintaining quality and accuracy.
• Navigate multiple computer applications while actively communicating with callers.
• Accurately document every interaction in the appropriate CRM or system.
• Follow approved scripts, FAQs, workflows, and program-specific procedures.
• Recognize situations requiring escalation and follow the appropriate escalation process.
• Maintain confidentiality and appropriately handle sensitive customer information.
• Meet established quality, productivity, call activity, attendance, and customer service expectations.
• Participate in training, coaching, quality reviews, and ongoing program education.
• Adapt quickly as program requirements, procedures, and priorities change.
• Perform other duties as assigned.

What We're Looking For

We're looking for experienced customer service professionals who can think on their feet, adapt quickly, and provide exceptional service in a high-volume environment.

The strongest candidates will have:

• Excellent verbal and written communication skills.
• A professional, patient, and empathetic telephone presence.
• Strong active listening and questioning skills.
• Excellent attention to detail and accuracy.
• Strong computer and data-entry skills.
• The ability to navigate multiple systems while speaking with customers.
• The ability to quickly learn and apply different program requirements.
• The ability to switch between programs and workflows without losing accuracy.
• Strong problem-solving and critical-thinking skills.
• Effective time-management and organizational skills.
• The ability to handle both inbound and outbound calls.
• Comfort working in a high-volume contact center environment.
• The ability to follow scripts, established procedures, and approved resources.
• The ability to maintain professionalism during difficult or sensitive conversations.
• Reliable attendance and punctuality.
• A team-oriented and accountable approach to work.

Experience That May Be a Strong Fit

Experience in any of the following environments is a plus:

• Healthcare customer service
• Contact center or call center
• Clinical trial recruitment
• Clinical research
• Patient support programs
• Pharmacy or pharmacy services
• Prescription or pharmacy locator services
• Healthcare insurance or PBM services
• Medical office or healthcare administration
• Appointment scheduling
• Inbound customer service
• Outbound calling
• Lead generation
• High-volume customer service

Healthcare experience is helpful but not required if you have strong customer service and contact center experience.

Schedule

This is a full-time position that requires availability to work one weekend day each week.

Specific schedules and hours may vary based on business and program needs.

Candidates must be able to reliably work their assigned schedule and maintain consistent attendance.

Remote Work Requirements

This is a 100% remote position that must be performed within the United States.

Employees are responsible for providing and maintaining the equipment and internet connection necessary to perform the essential functions of the position.

Minimum Computer & Equipment Requirements

• Windows 10 or Windows 11, 64-bit computer
• Minimum 8 GB RAM
• Quad-core processor or better
• At least 50 GB of available storage
• Second monitor with minimum 1920 × 1080 resolution
• USB noise-canceling headset with microphone
• Webcam
• Keyboard and mouse
• Minimum of two USB-A ports
• Minimum of one HDMI port

Internet Requirements

• Minimum 50 Mbps download speed
• Minimum 50 Mbps upload speed
• Reliable internet connection capable of supporting continuous voice communication and required business applications

Candidates should be prepared to demonstrate that their equipment and internet connection meet the minimum requirements before beginning employment.

Benefits

Benefits are available after 90 days of employment, subject to applicable plan terms and eligibility requirements, and include PTO, paid holidays, medical, dental, vision, short-term disability, long-term disability, life insurance, and a 401(k) with a 100% vested employer match after 12 months.

Why Join PharmaCentra?

At PharmaCentra, our work supports healthcare programs that connect patients, healthcare professionals, pharmacies, and organizations with the information and services they need.

Our Shared Services Team plays a particularly important role because every conversation can have a direct impact on someone's healthcare experience-from helping a potential clinical trial participant take the next step to helping a patient locate a pharmacy where their prescription is available.

If you are an experienced customer service professional who thrives in a fast-paced environment, enjoys variety, and takes pride in getting things right, we'd like to meet you.

Apply today to join the PharmaCentra Shared Services Team.

Equal Employment Opportunity

PharmaCentra LLC is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and other lawful considerations. PharmaCentra is committed to providing equal employment opportunities to qualified applicants and employees without regard to legally protected characteristics under applicable federal, state, or local law.

PharmaCentra complies with applicable laws regarding reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs. Applicants who require an accommodation during the application or hiring process may contact Human Resources for assistance.

Offer of employment is conditioned upon passing a background check.