Customer Service Rep

The Customer Service Representative (CSR) plays a key role in delivering an exceptional experience to all customers—including patients, medical professionals, and caregivers—by accurately assessing needs, assigning priorities, and triaging inquiries to the appropriate resources. The CSR will serve as the first point of contact and is expected to work collaboratively within a multidisciplinary team to ensure seamless access to Patient Services offerings.

Serve as the first point of contact for patients and other customers. Accurately assess the reason for the call, prioritize the issue, and triage appropriately.

Provide detailed information about Patient Services programs and initiatives, and assist customers in understanding available support options.

Enroll new customers into the Patient Services program and ensure accurate data entry and maintenance within the patient database.

Coordinate and follow up with external stakeholders (physician offices, pharmacies, etc.) to facilitate services such as product training or delivery of educational materials.

Document all customer interactions clearly and accurately in the CRM system.

Handle high call volumes while maintaining a professional and empathetic demeanor.

Support special projects and perform additional duties as assigned.

Previous experience in Specialty Pharmacy or Customer Service environment.

Proficient computer skills, including Microsoft Office, email systems, and web-based applications.

Strong typing and data entry skills.

Experience in high-pressure, time-sensitive environments, with demonstrated problem-solving and decision-making capabilities.

Excellent verbal and written communication skills.

Strong organizational, time management, and multitasking abilities.

Reliable, with a strong work ethic and a team-first mindset.

Openness to receiving feedback and willingness to implement coaching.

Experience using CRM systems (Salesforce CRM strongly preferred).

Background in healthcare, pharmaceutical, or life sciences industry.

Understanding of patient challenges related to chronic or complex medical conditions.

Familiarity with call center operations or high call volume environments.