Customer Service Representative Liaison

Description:

Job Title: Customer Service Representative Liaison

Work type: On-site

About Us:

Hallandale Pharmacy is a trusted, community-focused pharmacy dedicated to providing exceptional patient care, personalized medication solutions, and outstanding service. We specialize in custom compounding and collaborate with healthcare professionals nationwide to enhance patient well-being. As a 503A pharmacy, we adhere to the rigorous standards of the United States Pharmacopeia to ensure the highest quality and compliance in every prescription.

Position Summary:

We are currently seeking a Customer Service Liaison to join our team and play a vital role in supporting our mission to advance pharmaceutical care. This position is key in ensuring that patients, prescribers, and caregivers receive the assistance and support they deserve in a timely manner, via email, throughout their healthcare journey.

BENEFITS & PERKS:

• Health, dental, and vision insurance
• Paid Time Off
• Paid Sick Time
• Mental Health Support through Employee Assistance Program (EAP)
• Paid Short-Term Disability
• Maternal and Paternal Leave
• Paid Bereavement Leave
• Paid Jury Duty
• Paid holidays
• Supportive, team-oriented work environment
• Opportunities for professional development and growth

MAIN RESPONSIBILITIES:

• Serve as the primary liaison for internal house accounts, ensuring accurate and timely communication.
• Address internal questions, concerns, and requests related to house account activities.
• Coordinate with internal teams to ensure requests, tasks, and follow-ups are completed promptly.
• Manage and update account details, notes, and documentation in internal systems or CRM platforms.
• Respond to customer service inquiries via email or Salesforce promptly and professionally.
• Provide regular status updates to clients, patients, and internal teams.
• Monitor and manage stopped orders daily, removing barriers to ensure timely processing.
• Prioritize VIP or time-sensitive orders to meet service expectations.
• Adhere to all company policies, procedures, and service protocols.
• Ensure compliance with HIPAA and all regulatory requirements.
• Investigate and resolve customer or internal issues with accurate documentation.
• Collaborate with pharmacists, pharmacy technicians, and cross-functional teams to resolve issues.
• Support process improvements to enhance communication and operational efficiency.

SKILLS AND ABILITIES:

• Excellent written and verbal communication skills, with the ability to tailor messaging to diverse audiences.
• Strong multitasking, prioritization, and organizational skills in a fast-paced environment.
• High attention to detail and accuracy in documentation and case tracking.
• Strong problem-solving skills with a solution-oriented mindset.
• Ability to remain calm, professional, and empathetic under pressure.
• Tech-savvy; comfortable using Salesforce, medical software systems, and MS Office.
• Strong follow-up skills with the ability to track tasks and ensure timely completion.
• Positive and professional attitude with strong relationship-building abilities.
• Growth-oriented and eager to learn new skills and processes.
• Bilingual in Spanish (preferred but not required).

EDUCATION & EXPERIENCE:

• High school diploma or equivalent (required); additional certification in pharmacy or healthcare-related fields is a plus.
• Minimum of 2 years of prior experience in a customer service role, preferably in a healthcare or pharmacy setting.
• Familiarity with Salesforce, medical software systems, or prescription processing is a plus.

PHYSICAL REQUIREMENTS:

• Ability to remain seated for extended periods throughout assigned shifts.
• Prolonged periods of computer use and screen exposure.

What Sets Us Apart:

Join Hallandale Pharmacy as a valued member of our team and play a key role in supporting the executives who drive our mission forward. At Hallandale Pharmacy, we are a locally rooted organization dedicated to providing personalized, high-quality care to our patients and community.

We pride ourselves on fostering a collaborative and supportive work environment where every team member’s contributions matter. If you are looking for a purpose-driven role that offers professional growth, meaningful impact, and the opportunity to be part of a company committed to excellence in patient care, Hallandale Pharmacy is the place for you.

Requirements: