Customer Service Representative

Customer Service Representative (CSR)

Pay Range: $18-$22 per hour
Location: Remote
Work Model: Remote
Employment Type: Full-time

About Akina Pharmacy

Akina Pharmacy is a nationally-accredited specialty compounding pharmacy on a mission to enrich lives through compounded medicine. Since 2012, we've partnered with prescribers and patients across the United States to deliver expertly compounded sterile and non-sterile medications when off-the-shelf solutions fall short. We call it the Chemistry of Care™: precision and compassion working together.

Our fast-growing team is guided by an ambitious vision, core values, and a high-performance environment built on clear communication, pragmatic decision-making, and accountability. We hold ourselves to the highest standards. In the pharmacy, that means PCAB accreditation and LegitScript certification. With our people, it means empowering them through continuous growth and support. If you're driven by a passion for meaningful impact and want to be a part of a vibrant, people-first team where your contribution genuinely matters, we'd love to meet you.

Our Core Values

1. Excellence Always: We hold ourselves to a high standard and continually push it higher. We bring that standard to everything we do-big or small, seen or unseen-and carry it across the finish line. Our relentless determination to the be the best is reflected in the way we work, the details we refuse to overlook, and the results we deliver. This is how we earn the trust of our patients, providers, and each other.
2. Called To Serve: We act for the greater good, putting what is best for the company, our team, and our customers ahead of personal comfort or gain. We go the extra mile for others. Serving this way connects us to a purpose greater than ourselves:  Enriching Lives. It gives deeper meaning to our work, and it's why Akina exists. 
3. Total Ownership: We take full responsibility for our work, decisions, and results. We don't wait for permission or instructions; we initiate and drive outcomes. When faced with setbacks or challenges, we stay focused on what is within our control and respond with solutions and action. That level of ownership means people can count on us through thick or thin, and gives us the power to take meaningful action as a unified team toward achieving our shared mission.
4. Open and Honest: We listen and seek to understand feedback, new ideas, and perspectives that challenge our own. We speak the truth directly and clearly, hiding nothing and removing all politics from our communication. By choosing vulnerability and transparency over comfort, we make each other better and build the deep trust required to engage in healthy conflict, stay aligned, and solve hard problems. 

Position Summary

The Customer Service Representative (CSR) is a vital member of the Akina Pharmacy team, dedicated to delivering exceptional service to patients, providers, and healthcare partners. As the first point of contact, the CSR ensures inquiries, order confirmations, and issue resolutions are handled promptly, professionally, and with empathy, always striving to enhance the customer experience.

This role involves managing a high volume of inbound and outbound communications, accurately documenting customer and patient information, and supporting the seamless workflow of prescription orders. Success in this position requires excellent communication skills, attention to detail, and the ability to meet performance metrics such as call quality, average handle time, and first-call resolution rates. If you thrive in a fast-paced, goal-driven environment and are passionate about providing outstanding customer service in the healthcare industry, this is the role for you.

Key Responsibilities:

• Customer Relationship Management:
  • Build and maintain positive relationships with patients and providers, going above and beyond in customer service to handle inquiries, cancellations, and confirmations with a compassionate and service-oriented approach.
• Communication and Support:
  • Efficiently manage a high volume of inbound and outbound communications, including calls and live chat, to confirm orders, schedule deliveries, and address any concerns or questions from patients and providers, ensuring effective and empathetic communication.
• Order Management and Workflow Efficiency:
  • Oversee the order workflow from initiation to completion, maintaining high productivity levels and ensuring all patient requests are handled efficiently. This involves real-time transcription of detailed notes, timely follow-ups, and appropriately routing escalated calls according to established workflows.
• Performance Metrics and Quality Assurance:
  • Achieve defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, chat requests handled, and order transactions completed, while maintaining an exceptional patient-satisfaction rating and adhering to service, productivity, and quality objectives.
• Resolve customer issues and requests:
  • Effectively resolve customer issues, often working collaboratively with pharmacists and pharmacy technicians to deliver customer-centric solutions. 

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers:

• Place outbound calls (50-60 per day)
• Answer inbound calls (50-60 per day)
• Document patient and provider demographics (100-120 per day)

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded. 

How Akina Commits to Supporting You:

• Giving clear directions and expectations
• Ensures you have access to the necessary tools
• Delegates appropriately
• Holds effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

About You

Experience and Qualifications

• Customer Service Experience:
  • Minimum of 1-2 years of experience in a customer service role, preferably in a call center or healthcare setting.
• Strong Communication Skills:
  • Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically.
• Detail-Oriented and Organized:
  • Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment.
• Technical Proficiency:
  • Proficient in using customer relationship management (CRM) systems, phone systems, and Microsoft Office applications (e.g., Word, Excel, Outlook).

Benefits & Perks:

• Medical and Supplementary Benefits: Akina Pharmacy offers two medical plan options with employer premium contributions up to 85%, dental and vision coverage, accident and hospital indemnity, and company paid long term and short-term disability options, available after 30 days of employment.
• Paid Time Off: Take advantage of generous paid time off to recharge, focus on personal priorities, and maintain a healthy work-life balance.
• Paid Holidays: Enjoy six scheduled paid holidays to celebrate and spend quality time with loved ones.
• 401K Match: Invest in your future with our 401K plan, featuring a Safe Harbor match up to 4%.
• Rewards & Recognition: Be celebrated for your hard work and achievements through our dedicated rewards and recognition program.
• No Cost Medication: Employees are eligible to receive prescribed compounded medications at no cost, after 30 days of employment. 

Akina Pharmacy accepts applications for this position on a rolling basis.