QNS Recruiting

Pharmacy Customer Care Coordinator

Posted Date 4 weeks ago(9/22/2021 9:59 AM)
Job ID
Regular Full-Time
Education Level
High School Diploma or Equivalent - Required
Experience Needed
3-5 years
Salary Info
Based on Experience
Job Post Information* : External Company Name
QNS Recruiting


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Primarily first shift (daylight), M-F.  Rotating weekends/holidays as needed.


The Customer Care Coordinator supports the PACE (Order Entry) Team Supervisor and is primarily responsible for the oversight of customer care and order entry workflow.  This lead position is responsible for maintaining workflow in the PACE department, monitoring productivity and performance, and completing projects to assist with customer and internal initiatives.  The Customer Care Coordinator works with customer service, order entry, and production team members to assist with processing and preparing prescriptions for shipment, as needed.  This position requires daily email and phone communication with PACE customers relating to the clarification of customer questions, resolution of quality assurance occurrences, and collaboration leading to process improvement.  The Customer Care Coordinator shall assist all managers/supervisors to implement new pharmacy objectives.



  • Support Supervisor by assisting daily pharmacy order entry and Operations workflow.
  • Ensure order entry and customer service team members have the resources and training necessary to perform their jobs effectively according to current policies and procedures.
  • Manage the receipt, resolution, and association of written/faxed/emailed/ERx prescriptions or refill requests in a computer-based document management system.
  • Ensure first-call resolution of questions/issues; effectively assess customer needs; request additional help and escalate to Supervisor, or other management, as needed.
  • Maintain knowledge and training on all applicable processes and systems in order to troubleshoot and assist in workflow if needed.
  • Initiate training plan with new team members, and providing ongoing training to current team members.
  • Serve as a role model by demonstrating company values.
  • Collaborate with Supervisor, Pharmacy Manager, and Quality Assurance team regarding ongoing Quality Assurance initiatives and occurrences.
  • Maintain current working knowledge of PACE Center policies and procedures as relates to pharmacy services.
  • Customer Care Coordinator shall support the Supervisor on overall management of the department.
  • Assists Transition Team in onboarding of new customers.
  • May rotate through all pharmacy shifts on a periodic basis including, but not limited to weekends and evenings.
  • Full adherence to Company HIPAA and FWA policies.
  • Additional duties as assigned.




  • High School diploma or equivalent is required; CPhT, AA or other college degrees are preferred.
  • At least 3 years of pharmacy order entry technician experience is required.
  • Working knowledge of long term care industry.
  • Prior experience with FrameworkLTC and FrameworkECM is preferred.
  • Competent in software systems that include FrameworkLTC, FrameworkECM, Omnicell, Automated Packaging System and Microsoft Office, including Word, Excel, Outlook, and PowerPoint.

Information contained in this description represents the general nature of work being performed.  This is not an exhaustive list of all responsibilities, duties and skills required for the position.  Reasonable accommodations will be considered in appropriate circumstances; however, as the nature of an accommodation may vary depending on the needs and desires of an individual with a disability, it is impossible to describe in advance specific accommodation that will be considered.




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