The Role: 

As a Customer Support Specialist II, you are a trusted and experienced operator who delivers exceptional patient experiences with minimal supervision. You are solution-oriented, goal-driven, and known for crushing quality metrics while maintaining speed and empathy.

You serve as a subject matter expert (SME) within the team and are leaned on by peers for guidance, troubleshooting, and best practices. You operate with strong ownership and accountability, consistently driving outcomes and elevating team performance.

What you’ll do:  

• Own and resolve patient, provider, and insurer inquiries across phone, email, and chat channels, navigating routine and complex issues while delivering high-quality, solution-oriented support.
• Provide high-quality patient care while navigating nuanced pharma program requirements
• Consistently meet and exceed structured performance and quality targets
• Serve as a subject matter expert for workflows, systems, and program nuances
• Support peers by answering questions, sharing best practices, and reinforcing quality standards
• Identify root causes of recurring issues and propose solution-oriented improvements
• Accurately and thoroughly document all patient interactions and key data insights across phone, email, and chat channels in accordance with established operating procedures and compliance standards.
• Leverage Knowledge Base resources to resolve inquiries and proactively provide feedback to enhance documentation, workflows, and process clarity
• Maintain strict confidentiality of patient and proprietary information
• Develop and model strong knowledge of company-related security and privacy practices
• Participate in continued education on product changes, new features, and product launches
• Help improve the patient experience by sharing actionable feedback with management to further develop the product, materials, and processes

Qualified Candidates: 

• Two years of call center or customer service experience required. High school diploma or GED equivalent. An associate's or Bachelor's degree is a plus
• Two years of call center experience in a fast-paced environment call center experience required
• Healthcare, pharmacy, or other relevant industry experience strongly preferred
• Advanced technical aptitude and ability to navigate complex systems confidently
• Demonstrated ability to work with minimal supervision and strong independent judgment
• Highly solution-oriented with a proactive, goal-driven mindset
• Recognized as a subject matter expert and leaned on by peers for support
• Proven track record of consistently exceeding quality and performance standards — a true “Quality Crusher”
• Strong attention to detail with exceptional documentation accuracy
• Excellent verbal and written communication skills
• Strong analytical skills and operational focus
• A passion for delivering exceptional patient care
• Ability to collaborate cross-functionally and positively influence team performance

Location/Hours:

• Full time position hourly, on-site 5 Penn Center Blvd, Robinson Township, Pittsburgh, PA
• Availability for Monday-Friday :  9:30 AM-5:30 PM, 10:30 AM- 6:30 PM, 11 AM- 7 PM, 12 PM - 8 PM OR 1 PM- 9 PM  EST
• OR open for availability for 4 day 10 hour shifts from 11am-9 pm EST OR 10am-8pm EST
• Availability for rotating Saturday shifts 9 AM -5 PM
• Scheduling flexibility, as your schedule may change over time according to business needs

Benefits

• Medical, dental, and vision insurance plans that fit your needs
• 401(k) retirement plan
• Daily meal stipend for onsite marketplace
• Pre-tax transit benefits and free onsite parking
• Free shuttle service

#blinkindeed