Note: The job is a remote job and is open to candidates in USA. Refill is an all-in-one prescribing platform trusted by 200+ practices nationwide, aiming to simplify prescribing and fulfillment for healthcare providers. The Customer & Order Support Specialist will be responsible for resolving customer order-related issues across various communication channels and ensuring accurate and timely information flow between customers and pharmacies.
Responsibilities
- Respond to customer questions and order-related issues across phone, text, email, and ticketing channels during business hours
- Clarify orders when pharmacy partners need additional information, and relay accurate updates between customers and pharmacies
- Keep customers informed throughout the resolution process with clear, timely communication
- Escalate customer concerns to the appropriate team
- Manage the Refill order queue to ensure all orders are processed within the expected turnaround time
- Track patterns in order issues, customer questions, and pharmacy friction points — and flag opportunities to improve processes, reduce errors, and make the Refill experience better over time
Skills
- 2+ years of experience as a medical assistant, pharmacy technician, medical scribe, or in a similar patient-facing healthcare role
- Strong knowledge of medication terminology and prescription practices, including dosage forms, routes of administration, dosing instructions, quantities, and days' supply
- Strong written and verbal communication skills across multiple channels
- Able to manage order clarifications and sensitive customer concerns while maintaining accuracy, empathy, and urgency
- Excellent organization, follow-through, and attention to detail
- Good judgment around when to resolve independently and when to escalate
- A calm, clear, solution-oriented approach when customers are frustrated or orders are time-sensitive
- Experience in customer support, data entry, clinical operations support, or a similar customer-facing role is strongly preferred
- Hands-on experience reviewing, entering, preparing, dispensing, or supporting prescriptions and medication orders
Benefits
- Competitive compensation
- Fully remote with flexible scheduling
- PTO
- 401(k)
- Employee medication discounts
- The opportunity to grow with a company that's changing how practices access and manage care
Company Overview