Customer Service Lead - Pharmacy Technician

OptioRx is seeking a Customer Service Lead to support and lead a growing team of customer service representatives. The role combines frontline customer support with team coaching, escalation management, performance oversight, process improvement, cross-functional collaboration, and compliance with healthcare regulations.

Responsibilities:

• Lead and coach a team of customer service representatives
• Serve as the primary escalation point for customer issues that require additional attention or resolution
• Assist in maintaining onboarding materials, training documentation, and customer service standard operating procedures (SOPs)
• Lead onboarding and training for new team members, ensuring consistency and readiness
• Collaborate with cross-functional teams including pharmacy, billing, operations, and IT to resolve customer issues efficiently
• Monitor team performance, productivity, and quality to ensure service level agreements (SLAs) and KPIs are met
• Recommend and implement process improvements to enhance the customer experience and streamline workflows
• Track, analyze, and report on customer service metrics and identify trends or areas for improvement
• Foster a positive, customer-first culture that aligns with OptioRx values and goals
• Remain knowledgeable on approved customer centric talking points as well as updates to policy and process changes across all pharmacy locations
• Ensure compliance with HIPAA and all applicable state and federal regulations during every interaction
• Assist with special projects, surveys, or audits as needed by the customer service management team
• Any other duties assigned by management

Requirements:

• Candidate must hold a Pharmacy Technician license in TX, OH, IL, CA and hold a PTCB
• Current and active Certified Pharmacy Technician (CPhT) license
• Must hole a PTCB license
• High School Diploma or GED required
• Minimum of 3 years of experience in a pharmacy, healthcare, or customer service call center setting
• Strong written and verbal communication skills with a proven ability to manage and resolve escalated customer concerns
• Ability to manage multiple priorities and adapt to change in a fast-paced setting
• Proficient in Microsoft Office Suite, CRM platforms, and pharmacy software (PioneerRx, QS1, Life File, or similar systems a plus)
• Ability to handle sensitive information with discretion and confidentiality
• Must have a reliable internet connection and designated home workspace suitable for handling confidential healthcare information
• Must be available during standard business hours in the Pacific or Central time zones, with flexibility for extended or weekend hours as needed
• You must maintain reliable high-speed internet and a suitable environment that supports productivity and confidentiality
• CPhT license in Ohio or ability to obtain an Ohio or Illinois license a plus
• Associate's or Bachelor's degree preferred
• Strong knowledge of pharmacy terminology, billing, and patient support preferred
• Bilingual in English and Spanish or other commonly spoken languages within the operating states is a plus
• Experience working with providers, clinics and pharmacies operating across multiple states
• Familiarity with HIPAA regulations and standards