Job Description
This role serves as the primary point of contact for home dialysis customers, delivering exceptional service and support to ensure a positive and consistent customer experience. You will focus on order placement, prescription management, and resolving customer inquiries while collaborating closely with internal teams. The position emphasizes high-quality service, efficiency, and meeting department performance goals in a fully remote, call center–style environment.
Responsibilities
• Process customer orders via telephone accurately and efficiently while ensuring full compliance with pharmacy regulations.
• Obtain and verify customer information, including prescription details, product quantities, and usage, to ensure safe and accurate fulfillment.
• Ensure all patient-related interactions comply with HIPAA regulations and protect patient confidentiality at all times.
• Resolve customer questions, complaints, and service issues by identifying root causes and recommending appropriate, timely solutions.
• Investigate and track product shipments using tools such as the UPS website and coordinate with the transportation team to provide status updates.
• Coordinate with internal departments to expedite shipments, release orders, and arrange alternate shipments for back-ordered items to ensure timely delivery.
• Process customer returns and request customer credits in accordance with company policies and procedures.
• Collaborate with routing, transportation, sales, and credit & collections teams to resolve customer issues and deliver a cohesive, seamless customer experience.
• Meet established performance expectations related to quality, adherence, order accuracy, productivity, and service level standards.
• Adapt to changing business needs, customer requirements, and evolving processes while maintaining a high standard of service.
• Maintain the ability to work remotely using a reliable high-speed wired internet connection and a compliant home workspace.
• Support business operations by working a flexible schedule within the Customer Care operating hours of 7:00 a.m. to 6:00 p.m. CST, Monday through Friday.
• Work assigned closing shifts as needed and remain available until all customer calls in the queue have been answered.
• Handle high call volumes in a call center environment, contributing to a department that manages approximately 2,000 calls per day.
• Participate fully in remote training, apply learned processes and systems, and transition to taking calls independently after the training period.
Essential Skills
• Active, current pharmacy technician license from one of the following states: Illinois, Indiana, Wisconsin, or Florida.
• Active national pharmacy technician certification from PTCB or NHA.
• Minimum of 2–4 years of call center experience in a clinical or pharmacy setting.
• Proven experience handling high call volumes in a structured call center environment.
• High school diploma or equivalent GED.
• Demonstrated ability to provide strong customer and patient engagement with a professional and empathetic demeanor.
INTERESTED IN THIS ROLE? SEE BELOW TO BE IMMEDIATELY CONSIDERED:
• I am scheduling phone interviews as early as today. All candidates will be considered immediately within 24 hours of applying directly to Fathima
• HOW TO APPLY DIRECTLY: Email your updated resume, brief intro about your interest, preferred method of communication for you (i.e., call, email, text) to fam@actalentservices.com or CALL- 904 530 5415
Job Type & Location
This is a Contract to Hire position based out of Orlando, FL.
Pay And Benefits
The pay range for this position is $20.67 - $21.15/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 31, 2026.
About Actalent
Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.