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Customer Care Representative - Pittsburgh

Customer Care Representative - Pittsburgh

Job ID 
Grane Rx
Posted Date 
Regular Full-Time
Education Level 
Experience Needed 
Less than 1 year
Salary Info 
Based On Experience

More information about this job


Friendly, outgoing, organized CUSTOMER CARE REPRESENTATIVE needed for full-time position


Full Time - Pittsburgh, Pa


Grane Rx, a leader in long-term care pharmacy solutions and services, seeks a friendly, organized and professional Customer Care Representative to join its team. This role will be central to creating and reaffirming Grane Rx’s positive reputation in the community.  The Customer Care Representative serves internal and external customers by determining requirements, answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the “WE CARE” customer service promise. Demonstrates Grane Rx core values:  accountability, quality, stewardship, respect, teamwork, integrity and making a difference.


Grane Rx is the leading provider of long term care pharmacy solutions for nursing homes, PACE organizations and personal care homes across several states. Known for technological innovation and putting the needs of customers first, Grane Rx makes pharmacy simple. For more information visit our website www.granerx.com or see programs in action at www.granerx.com/videos.



Due to the nature of this position, daily responsibilities will shift given the immediate needs of clients and of the Grane Rx management team—ongoing duties will include:


  • Triage fax queue using (ECM) – assign to appropriate queue after making sure all pertinent information is contained on document i.e., facility name, resident name, physician name, etc.
  • Effectively manage large amounts of incoming calls from internal and external customers, triage issues/questions and direct to appropriate areas if unable to resolve/answer. Spends 85% of shift available to take call (logged into Oaisys).
  • Make outbound calls to facilities, courier service and back up pharmacies as needed and as requested by pharmacist(s).
  • Organize work flow to meet internal and external needs – calls and STATs come first.
  • Identify and escalate priority issues to PIC (Pharmacist In Charge) and/or appropriate department manager(s). (Examples: cycle meds not delivered entire facility, pain medication not delivered and facility upset, emergency verbals, resident actively dying]
  • Create a profile for new admissions after making sure that resident profile does not currently exist for a readmission
  • Document all call information that requires action by TM (Team Member) – record details of actions taken and any additional comments or complaints made by caller.
  • Discharge Meds – organize workflow to ensure that discharge summary is faxed to facility in a timely manner. If meds are being sent, make sure required information is given to pharmacist to process discharge meds prior to resident being discharged from building.
  • Remain calm and professional when faced with emotional or frustrated customers.
  • Sort and scan Inspector Reel Sheets to FW: Document queue. If there are multiple pages for a facility, staple together and attach to facility profile in framework.
  • Follow procedures, guidelines/SOPs to ensure compliance is maintained.
  • Any other job-related duties as requested by supervisor.



  • Ability to multi-task, prioritize and manage time effectively.
  • Customer orientation and ability to adapt/respond to different types of calls.
  • Proven customer support experience – passion for excellence with respect to treating and caring for customers.
  • Strong attention to details – interested in preventing errors and solving problems
  • Strong phone contact handling and active listening skills.
  • Strong work ethic and team player mentality
  • Computer skills – proficient using Microsoft Office Suite
  • 6 months pharmacy or medical experience



Key Competencies:


  • Ability to use good judgment
  • Active listening skills
  • Adaptability
  • Attention to detail and accuracy
  • Communication skills – verbal and written
  • Customer service orientation
  • High energy level
  • Organizational skills
  • Patience
  • People skills
  • Problem-solving skills
  • Resilience
  • Stress tolerance
  • Teamwork 









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