Call Center Agent PT / FT

Aquestive Therapeutics is a specialty pharmaceutical company focused on developing and commercializing differentiated products to meet unmet patient needs. Our patient-services and commercial teams are committed to delivering high-quality support, access, and engagement for patients, healthcare providers and stakeholders.

Position Summary

As a Call Center Agent, you will be the frontline representative for patient and / or healthcare provider inquiries. You will handle inbound (and possibly outbound) calls, provide information, triage issues, and record interactions to support patient access, product support or general customer service goals. Your role is key to delivering a positive experience, ensuring compliance and supporting the broader patient services and commercial teams.

Key Responsibilities

Answer inbound calls from patients, caregivers, and / or healthcare providers in a timely, courteous and professional manner.

Provide accurate information about support programs, benefits, reimbursement, product access assistance, or general service questions.

Document call details including reason for contact, outcome, follow-up required, in the appropriate CRM or call tracking system.

Triage calls to other departments or specialists (e.g., reimbursement, specialty pharmacy, HUB services, adverse event reporting) when needed.

Maintain compliance with applicable pharmaceutical, privacy (HIPAA) and company policies.

Support outbound follow-up calls or reminders, as assigned (e.g., for patient programs, medication adherence, or service escalation).

Achieve individual performance metrics such as call volume, average handle time, first-call resolution, quality scores.

Assist in continuous improvement of call-center processes, contribute feedback on program design, escalation paths, and patient / provider experiences.

Stay updated on product information, patient-support services, reimbursement rules, and relevant industry guidelines.

Preferred qualifications :

• Legally authorized to work in the United States
• 21+ years or older