Customer Service Representative

Customer Service Representative
Company: Eden Pharmacy
Location: Albuquerque, NM | On-site
Reports to: Director of Pharmacy, PIC Employment Type: Full-time | Non-exempt (hourly) Schedule: 
Monday–Friday, 8:30 a.m.–5:00 p.m.
Compensation: Based on experience and certification

About Eden Pharmacy

Eden Pharmacy is a licensed 503A compounding pharmacy, whose mission is to make personalized prescription care fast, accessible, and built around each patient. We partner with prescribers and clinics to deliver custom-formulated medications, from precise doses to allergy-friendly 
ingredients and alternative delivery forms, to patients across the country. As a growing, collaborative team, every role here has a direct impact on patient care, with the chance to learn alongside experienced pharmacists and grow with the company.

About the Role

The Customer Service Representative is the first point of contact for patients, prescribers, and clinic staff at Eden Pharmacy. This role creates a welcoming, responsive experience by answering questions, coordinating updates, and ensuring every inquiry reaches the right person. The ideal candidate combines empathy, attention to detail, and sound judgment. They take ownership of service requests, communicate clearly, and recognize when an issue requires immediate attention from a pharmacist.

Key Responsibilities

- Incoming Calls and Issue Triage

- Serve as the frontline contact for incoming calls from patients, prescribers, and clinic staff.

- Identify the reason for each call, document relevant information, and determine its priority using pharmacy-approved escalation guidelines.

- Promptly route urgent concerns and questions requiring clinical judgment to a pharmacist.

- Resolve nonclinical inquiries within established authority, including account questions, approved pricing, prescription status, and delivery updates.

- Provide clear next steps and expected response times, and follow up to ensure outstanding requests are resolved.

- Patient and Account Support

- Verify caller identity and authorization before sharing any patient or account information.

- Confirm account-specific pricing using approved pricing schedules and account terms; escalate discrepancies or exception requests.

- Provide authorized patients and clinic contacts with accurate updates on prescription processing, missing information, fulfillment, and shipping or pickup status.

- Coordinate with pharmacists, fulfillment, billing, and operations teams to resolve service issues.

- Maintain accurate contact information, account notes, and records of customer interactions.

Prescriber Outreach and Relationship Support

- Conduct outbound service check-ins with new and existing prescribers and clinic staff.

- Help new prescriber offices understand how to contact Eden Pharmacy, submit requests, and obtain updates.

- Gather feedback on responsiveness, communication, ordering processes, and the overall service experience.

- Identify recurring concerns and improvement opportunities, and share actionable feedback with operations leadership.

- Track follow-up commitments and ensure clinic concerns receive a timely response.

- Daily Reporting and Documentation

- Maintain a clear record of incoming calls, including the reason for contact, actions taken, and outcome.

- Document interactions promptly and objectively in approved systems, limiting patient information in reports to the minimum necessary.

- Provide a daily summary to operations leadership covering:

- Incoming call volume and primary inquiry categories

- Calls handled and resolved by Customer Service

- Calls escalated to pharmacists, including reason and urgency

- Open issues, assigned owners, and outstanding follow-up

- Outbound outreach completed, feedback received, and recurring service concerns

- Service Quality and Team Collaboration

- Communicate with patience, professionalism, and empathy, particularly when callers are frustrated or concerned.

- Follow pharmacy policies, HIPAA and privacy requirements, and approved communication procedures.

- Contribute to call scripts, FAQs, and process improvements that make service more consistent.

- Alert leadership to repeated delays, communication gaps, pricing discrepancies, or other barriers to a positive customer experience.

- Perform other related duties as assigned.

Role Boundaries

This is a nonclinical customer service position. The representative provides approved administrative information and coordinates support but does not offer medication advice, interpret prescriptions, recommend treatment, or make clinical decisions. Clinical questions and potential medication safety concerns must be referred to a pharmacist according to pharmacy protocols.

Qualifications

Qualifications

Required

- High school diploma or equivalent.

- Strong verbal and written communication skills and a professional phone presence.

- Ability to prioritize competing requests, recognize when to escalate, and remain calm under pressure.

- Strong organizational skills, accurate documentation, and consistent follow-through.

- Comfort using phone systems, customer management (CRM) tools, and pharmacy or healthcare software; proficiency with electronic medical records (EMR) and more to serve patients and providers.

- Ability to handle sensitive information with discretion and follow privacy procedures.

Preferred

- 1+ year of experience in customer service, patient support, a medical office, pharmacy, or a related service environment.

- Pharmacy Technician Certification (CPhT via PTCB or ExCPT) or current pharmacy technician trainee registration in New Mexico.

- Retail pharmacy experience.

- Experience supporting prescriber offices or healthcare accounts.

- Bilingual in English and Spanish.

What Success Looks Like

- Patients and clinic staff receive a helpful, professional first response.

- Routine inquiries are resolved accurately and efficiently.

- Urgent and clinical concerns reach a pharmacist promptly.

- Callers receive clear updates, and follow-up commitments are met.

- Improvement opportunities and recurring issues are communicated to leadership quickly and effectively.

- Leadership has reliable daily visibility into call activity, escalations, unresolved issues, and service trends.

- New and existing prescribers feel supported and confident working with Eden Pharmacy.

Work Environment and Physical Requirements

- On-site pharmacy environment; extended periods of sitting, computer use, and phone/headset use.

- Ability to occasionally lift up to 50 lbs.

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

What We Offer
Competitive benefits
Conditions of Employment
Employment is contingent on successful completion of a background check, drug screening, and completion of HIPAA training within 30 days of hire.

Equal Opportunity Employer
Eden Pharmacy is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.