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.