Pharmacy Customer Service Specialist

# Position Summary The Pharmacy Customer Service Specialist supports patients, prescribers, pharmacy partners, and internal team members by resolving prescription and order-related issues in a fast-paced compounding pharmacy environment. This position uses Slack as the primary internal communication and issue-management platform. The specialist coordinates with pharmacists, pharmacy technicians, fulfillment, billing, inventory, quality, and shipping teams to provide timely updates, troubleshoot order problems, and help prescriptions move efficiently through the pharmacy workflow. The ideal candidate is responsive, organized, detail-oriented, comfortable working across multiple systems, and able to communicate professionally about sensitive prescription and patient-service matters. # Essential Duties and Responsibilities ## Prescription Support - Review and respond to prescription-related questions and issues received through Slack, telephone, email, or other approved communication channels. - Research prescription status, missing information, processing delays, refill requests, clarification requests, and other order barriers. - Coordinate with pharmacists and pharmacy technicians when prescriptions require clinical review, clarification, authorization, or correction. - Communicate non-clinical prescription updates to patients and prescriber offices. - Route clinical questions to a pharmacist and avoid providing medical advice outside the position’s authorized scope. - Document all actions, communications, and resolutions accurately in the appropriate pharmacy systems. ## Order Tracking and Status Updates - Monitor prescriptions and orders throughout intake, verification, compounding, quality review, fulfillment, and shipping. - Provide accurate order-status and shipment-tracking updates to patients, prescribers, and internal stakeholders. - Investigate delayed, lost, damaged, returned, or incorrectly delivered shipments. - Work with shipping carriers and internal fulfillment teams to resolve delivery-related issues. - Escalate time-sensitive orders, temperature-sensitive shipments, and other high-priority concerns according to established procedures. ## Order Troubleshooting Investigate and resolve issues including: - Missing or incomplete prescription information - Incorrect patient or shipping information - Payment or billing problems - Prescription processing delays - Product availability or backorder concerns - Shipping delays or failed deliveries - Damaged, missing, or incorrect products - Orders requiring internal escalation - Collaborate with pharmacy operations, fulfillment, inventory, quality, billing, and shipping teams to identify root causes and implement timely resolutions. - Follow established escalation pathways when an issue cannot be resolved independently. - Maintain ownership of assigned issues until they are resolved or formally transferred to another responsible team member. ## Slack Communication and Workflow Management - Use Slack channels, direct messages and approved workflows to communicate and manage customer service issues. - Monitor assigned Slack channels throughout the workday and respond within established service-level expectations. - Create clear Slack responses that include the relevant patient, prescription and order information. - Protect patient information by following company policies regarding the use of protected health information within Slack. - Avoid posting more information than is necessary to resolve an issue. - Track unresolved Slack requests and follow up with responsible departments until completion. - Identify recurring issues and communicate trends to department leadership. # Customer Service Responsibilities - Provide professional, empathetic, and solution-oriented service during every interaction. - Communicate realistic timelines and avoid making commitments that have not been confirmed by pharmacy operations. - De-escalate frustrated patients or prescriber-office perso…