Pharmacy Technician

Job Title: Pharmacy Technician – Customer Service

Location: Remote, Florida

Shift: Monday-Friday, 11:30 AM - 8:00 PM EST

About Neovance:

At Neovance, we're transforming the patient experience by driving better outcomes through compassion, innovation, and operational excellence. With more than 30 years of experience partnering with the biopharmaceutical industry, we deliver agile, technology-enabled patient access solutions that help people start and stay on therapy.

Our expertise spans HUB services, patient assistance programs, field reimbursement, nursing, and non-commercial pharmacy - each designed to remove barriers to care and ensure patients receive the therapies they need when they need them.

Guided by our values of Agility, Integrity, Tenacity, Unity, and Quality, we work as one Neovance team to optimize access, enhance adherence, and make a meaningful impact, one patient at a time.

The Opportunity:

Be the voice that makes a difference. As a Customer Service Pharmacy Technician, you'll serve as the primary point of contact for resolving complex pharmacy issues that require advanced problem-solving and coordination. You'll ensure patients and providers receive timely solutions to prescription and delivery concerns while maintaining exceptional service standards and regulatory compliance in a fast-paced call center environment.

What You'll Do:

Issue Resolution & Customer Service:

• Handle escalated pharmacy inquiries from patients, healthcare providers, and internal teams with professionalism and empathy
• Investigate and resolve prescription delays, insurance rejections, and shipment discrepancies
• Respond to incoming calls and faxes quickly and efficiently, identifying the best way to assist each caller
• Verify HIPAA information and maintain strict confidentiality in all patient and provider interactions
• Use active listening to understand caller needs, diffuse challenging situations, and ensure patients feel supported and valued

Communication & Coordination:

• Serve as liaison between patients, prescribers, and internal departments
• Provide clear updates on prescription status and resolution timelines
• Collaborate closely with pharmacists and pharmacy teams to meet patient and provider needs in a timely manner
• Coordinate with call center Hub programs as applicable

Prescription Processing:

• Enter prescriptions into pharmacy processing systems accurately and efficiently, prioritizing based on urgency
• Perform pharmaceutical calculations required to process prescription orders
• Document all interactions and resolutions in pharmacy systems (EPS) following Neovance policies and procedures

Compliance & Process Improvement:

• Ensure all actions comply with state and federal pharmacy regulations, HIPAA, and company policies
• Identify recurring issues and collaborate with leadership to implement process improvements
• Provide feedback to reduce escalation volume and improve workflows
• Assist with back-end pharmacy fill operations when needed

What You'll Bring:

Required Qualifications

• Bachelor's degree OR active progress toward a degree OR Pharmacy Technician Certification (RPT or CPhT preferred).
• If no degree/certification: High School Diploma/GED and 4+ years of healthcare or pharmacy experience.
• Active Florida Registered Pharmacy Technician license in good standing.
• 2+ years healthcare or pharmacy experience (non-commercial pharmacy experience preferred).
• Proficiency with Microsoft Office and ability to navigate multiple computer systems quickly.
• Experience using complex or multi-line phone systems; able to remain on the phone for extended periods.
• Ability to accurately perform pharmaceutical calculations without assistance.
• Typing speed of 50+ WPM.

Additional Qualifications & Skills

• Prior exposure to escalations or complex issue resolution in a healthcare environment.
• Strong verbal and written communication skills with the ability to maintain a calm, professional demeanor.
• Experience working in a metrics-driven environment; ability to meet call center expectations within 90 days.
• Strong organization, multitasking, and time-management capabilities.
• Ability to collaborate effectively within diverse teams; customer-service mindset.
• Adaptable and comfortable managing multiple priorities in a fast-paced setting.

Compensation & Benefits:

All job offers are determined based on a candidate's location, skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data.

Regular, full-time, or part-time employees working 30 or more hours per week are eligible for comprehensive benefits including:

• Medical, Dental, and Vision coverage
• Life Insurance
• Short- and Long-Term Disability
• 401(k) with a 5% company match with immediate vesting
• Personal Time Off (PTO) or Flexible Time Off (FTO)
• Company bonus where applicable

Neovance conducts all official hiring processes exclusively through verified channels. We do not extend employment offers or confirm hiring decisions based solely on email communication. We encourage you to be vigilant against fraudulent hiring messages—especially those offering unusually high pay, requesting personal information early in the process, or claiming to extend an offer without an interview. For a full list of our job openings visit our career page.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.