Lead Customer Care Specialist

Join our Growing Team making a difference in our Patient Lives! Onco360 is looking for a Lead Customer Care Specialist based our of our New Hyde Park pharmacy. This is a Full-Time position, Wednesday-Friday 11:30am-8:00pm EST and Saturday & Sunday 9:30am-5:30pm EST. Lead Customer Care Specialists at Onco360 w ill work with internal teams, patients, and providers to monitor and resolve all customer care issues.

Onco360 Pharmacy is a unique oncology pharmacy model created to serve the needs of community, oncology and hematology physicians, patients, payers, and manufacturers.

A career with us is more than just a job. It's an opportunity to connect and care for our patients, providers, communities and each other. We attract extraordinary people who have a strong desire to live our mission - to better the lives of those battling cancer and rare diseases. Compassion is more important than numbers. We value teamwork, respect, integrity, and passion.

We succeed when you do, and our company and management team work hard to foster an environment that provides you with opportunities for both professional and personal growth.

Starting salary from $26.00 an hour and up

We offer great benefits including:

• Medical; Dental; Vision
• 401k with a match
• Paid Time Off and Paid Holidays
• Tuition Reimbursement
• Company paid benefits – life, and short and long-term disability
  
  

Lead Customer Care Specialist Responsibilities:

• Manages the Customer Care escalations email workflow.
• Works with the Customer Service Supervisor to ensure all team escalations are addressed daily.
• Assigns and works to complete all address exceptions provided by leadership in pharmacy operations.
• Reports to the Customer Care Supervisor on any items that may cause exceptions/escalations not to be completed.
• Escalates all issues to the proper pharmacy director, sales team rep or analytics team.
• Works with other functional areas to resolve customer problems, documenting as required, and notifies appropriate parties as to what action will be taken to resolve the problem.
• Performs other tasks as assigned and exhibits attention to detail on all tasks.
• Will need to maintain a specific number of patient interactions and calls each month.
• Onboarding, training, and mentoring new teammates who join Customer Care.
• Serve as a leader on the team who can answer questions and help teammates triage escalated issues while Customer Care Supervisor is away.
• Works all projects that are assigned by the Customer Care Supervisor or leadership in pharmacy operations.
• Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
  
  

Position Qualifications for Lead Customer Care Specialist:

• Education/Learning/Work Experience
• Required: Bachelor's Degree
• Required: 2 years of pharmacy operations
• Desired: 2 years of customer care, outbound / inbound, patient satisfaction, or other equivalent experience
• Skills/Knowledge
• Required: Customer service, problem solving, and excellent communication skills verbal and writen.
• Work independently with little to no guidance
• Licenses/Certifications
• Required: State Pharmacy Technician (as required) and national Pharmacy Technician certification (PTCB or equivalent)