Customer Care Specialist, CAPS Center Operations


Customer Care Specialist, CAPS Center Operations

Reports to:
Supervisor, Operations


The Customer Care Specialist, CAPS Center Operations is responsible for providing exemplary customer services to all calls received in the CAPS Center. During low call volume times, the Customer Care Specialist will also perform the Ingestion Process of documents into the PharmaCord document management system, Onbase ™


The Customer Care Specialist, CAPS Center Operations responsibilities include, but are not limited to the following:

  • Customer Care
    • Answer and assist all inbound callers through resolution utilizing answers to frequently asked questions or by warm transferring callers to other appropriate individuals within the PharmaCord team
    • Actively listen to each customer, assess needs, and respond with demonstrated patience and courtesy
    • Accurately and efficient documentation of call types and actions taken into the CAPS system.
  • Data Entry- Intake
    • Accurate and efficient documentation into the CAPS Proprietary System of data contained within materials received by PharmaCord
    • Review and identification of information that is missing and/or incorrect within program service requests/program applications
    • Ability to escalate inaccurate documents in Onbase™ to next level manager, as needed
  • Reporting of Adverse Events/ Product Complaint inquiries received in accordance with SOP and good manufacturer practices
  • Other duties as assigned by manager


Critical Skills:

The candidate must possess the following:

  • Detail oriented
  • Professional telephone etiquette
  • Basic computer knowledge
  • Ability to multitask effectively
  • Ability to recognize emotions and their effects
  • Sureness about self-worth and capabilities
  • Manage disruptive impulses
  • Maintain standards of honesty and integrity
  • Take responsibility for performance
  • Be adaptable and handle change with flexibility
  • Be innovative and open to new ideas
  • Achievement driven; constant striving to improve or to meet a standard of excellence
  • Align with the goals of the group or organization
  • Ready to take initiative and act on opportunities
  • Be optimistic and pursue goals persistently despite obstacles and setbacks
  • Be service oriented and anticipate, recognize and meet needs of others, including patients and care partners
  • Communicate clearly and send clear messages


Education and Experience:

  • High school diploma or equivalent is required
  • Ability to type 35 WPM with 97% accuracy is required
  • Insurance reimbursement/prior authorization background/experience is a plus
  • Bi-lingual in English and Spanish or Chinese/Mandarin is a plus


Physical Demands:

The candidate must possess the following abilities:

  • Ability to sit for extended periods of time


Any offer of employment is contingent on completion of a background check and drug screen to company standard.

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