{"id":2580635,"url":"https://alion.io/job/granerx-pharmacy-customer-care-associate","title":"Pharmacy Customer Care Associate","company":{"id":4421659,"name":"Grane Rx","domain":"granerx.com","url":"https://alion.io/company/granerx","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pittsburgh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-15T01:52:05Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T21:33:43Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nCustomer Care Associate\nRIDC Park - Pittsburgh, Pa (On-site)\nPOSITION SUMMARY\nThe Customer Care Associate position serves internal and external customers by determining requirements, answering inquiries, resolving problems, fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the “WE CARE” customer service promise.\n\nKEY RELATIONSHIPS\nThe Customer Care Associate reports directly to the Director of Pharmacy Services. This position works with customer service, order entry technicians, and pharmacists. This position works with team members and management in Pharmacy Operations, Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, Inventory, and Logistics. This position also works with the PACE Center staff, LTC facility staff, nurses and practitioners.\nResponsibilities\nESSENTIAL DUTIES AND RESPONSIBILITIES\n(With minimal supervision)\nTriage queues -assign to appropriate folder after making sure all pertinent information is contained on document \nUtilize Customer relationship management (CRM) tools to triage and respond to customer inquiries and needs.\nEffectively manage incoming calls from internal and external customers, triage issues/questions and direct to appropriate areas if unable to resolve/answer. Spends 85% of shift available to take call.\nMake outbound calls to PACE Centers, LTC Facilities, courier service, logistics companies and back up pharmacies as needed and as requested by pharmacist(s) or management team.\nOrganize work flow to meet internal and external needs - calls and STATs come first.\nRun no refill report as assigned on Monthly Calendar to request renewal prescriptions from centers.\nIdentify and escalate priority issues to Pharmacist-in-Charge and/or appropriate department manager(s). Examples: cycle box delivered to incorrect member(s), pain medication not delivered and facility upset and emergency verbal requests, etc.\nTrack deliveries through vendor portals, via phone, or other methods of communication. Relay this information to key stakeholders, including pharmacy, facility, and center management.\nReview and follow up on owe book (meds that are not in stock and being ordered).\nMake member status changes in pharmacy systems by changing dispense type and nursing station. (Transfer member from home to skilled nursing center and transfer from skilled nursing center back to member’s home.)\nDocument all call information that requires action by team member - record details of actions taken and any additional comments or complaints made by caller.\nRemain calm and professional when faced with emotional or frustrated customers.\nFollow procedures, guidelines/SOPs to ensure compliance is maintained.\nCompetent in software systems that include SalesForce, FrameworkLTC, FrameworkECM, Omnicell, and Automated Packaging System.\nAdditional duties as assigned by manager\nQualifications\nEXPERIENCE, SKILLS AND EDUCATIONAL REQUIREMENTS\n6 months pharmacy or medical experience preferred.\nHigh School Diploma or equivalent required.\nCustomer orientation and ability to adapt/respond to different types of calls.\nProven customer support experience - passion for excellence with respect to treating and caring for customers.\nStrong attention to details - interested in preventing errors and solving problems.\nStrong phone contact handling and active listening skills.\nStrong work ethic and team player mindset.\nExperience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.\nADDITIONAL SKILLS AND REQUIREMENTS\nAbility to read, write, speak and comprehend English.\nAbility to use good judgment.\nAbility to work in a fast paced, challenging and technical environment.\nAbility to work with teams.\nActive listening skills.\n\nAttention to detail and accuracy.\nAttention to detail and completion of all workflow steps.\nCustomer service orientation.\nExcellent communication skills - verbal and written.\nHigh energy level.\nInformation contained in this description represents the general nature of work being performed. This is not an exhaustive list of all responsibilities, duties and skills required for the position. Reasonable accommodations will be considered in appropriate circumstances; however, as the nature of an accommodation may vary depending on the needs and desires of an individual with a disability, it is impossible to describe in advance specific accommodations that will be considered.\nNOTE: Company management reserves the right to amend and revise responsibilities to meet business and organizational needs.\neoe\nfm0418","description_format":"text","description_chars":4609,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Pharmacies"],"lifecycle":[{"event":"open","at":"2026-10-15T01:52:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/granerx-pharmacy-customer-care-associate","json_url":"https://alion.io/job/granerx-pharmacy-customer-care-associate.json","meta":{"generated_at":"2026-10-16T00:05:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":162,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421659},"rest":"https://alion.io/mcp/rest/get_company?id=4421659"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgranerx-pharmacy-customer-care-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgranerx-pharmacy-customer-care-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgranerx-pharmacy-customer-care-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/granerx-pharmacy-customer-care-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgranerx-pharmacy-customer-care-associate"}]}