Job Description
Job DescriptionDescription:
Title: Customer Service Rep Date Revised: 07/01/2025
Department: Customer Service
Schedule & Work Location: Monday-Friday / Ft. Lauderdale
Hallandale Pharmacy specializes in personalized compounding to address the unique needs of patients. Through strategic partnerships with healthcare professionals across the nation, we have developed a comprehensive formulary of pharmaceuticals focused on enhancing well-being. As a designated 503A pharmacy, we adhere to rigorous standards set forth by the United States Pharmacopeia, guaranteeing the highest quality in every prescription. We are currently seeking an experienced Customer Service Rep to become an integral part of our team and contribute significantly to our objective of advancing pharmaceutical modalities.
JOB RESPONSIBILITIES:
- Handle all incoming phone calls from clinics, healthcare providers, and patients in a professional and courteous manner.
- Provide accurate and timely information regarding prescription orders, including status updates, shipping details, and expected delivery times.
- Coordinate with pharmacists to resolve inquiries or issues related to prescriptions, formulations, or order processing.
- Document all interactions and communications in the pharmacy’s customer relationship management (CRM) or pharmacy software system.
- Proactively notify patients or clinics of any delays, back-orders, or prescription issues that require clarification or intervention.
- Verify patient information and ensure HIPAA compliance and confidentiality at all times during communications.
- Escalate complex or sensitive issues to the appropriate department or supervisor for resolution.
- Follow up with patients or clinics as needed to ensure service satisfaction and complete resolution of concerns.
- Maintain up to date knowledge of pharmacy policies and state/federal regulations related to compounding.
- Participate in ongoing training and quality assurance initiatives to enhance knowledge and improve service delivery.
Requirements:
SKILLS & ABILITIES:
- Excellent verbal communication skills with a clear, professional phone demeanor.
- Strong active listening skills to accurately understand patient and provider needs.
- Exceptional customer service and interpersonal skills with a focus on empathy, patience, and problem solving.
- Ability to multitask in a fast-paced environment while maintaining attention to detail.
- Capable of handling sensitive information with discretion and maintaining strict HIPAA compliance.
- Problem-solving mindset with the ability to de-escalate difficult situations and find appropriate resolutions.
- Team-oriented attitude with a collaborative approach to working across departments.
- Reliable and punctual with a strong work ethic and sense of accountability.
EDUCATION & EXPERIENCE:
- High school diploma or equivalent required.
- 1–2 years of customer service experience required, preferably in a healthcare, pharmacy, or medical office environment.
- Familiarity with HIPAA regulations and patient confidentiality standards.
- Bilingual (Spanish) are a plus but not required.
PHYSICAL REQUIREMENTS:
- Ability to sit for extended periods while working at a desk and using a computer and phone.
- Ability to speak clearly and hear effectively over the phone for prolonged periods.
- Ability to work in a standard office environment with minimal exposure to noise, dust, or temperature variations.
AN EQUAL OPPORTUNITY EMPLOYER
We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.