Job Description
Job Description
MWC Pharmacy is a 503A compounding pharmacy built for movement—in health, in business, and in people's lives. We help providers bridge the gap between science and service. With precision-crafted formulas, modern methodologies, and a human touch, we make it easier for providers, clinics and med-spas to deliver more personal care. We're looking to hire a Customer Service Representative with a passion for the following:
- Turning frustrated moments into trust-building experiences
- Supporting providers who are leading the shift toward proactive, personalized care
- Operating with precision and a human pulse—where small details lead to big outcomes
- Being part of a transparent, partnership-driven team
- Using systems and data to move care forward without adding friction
The Customer Service Representative will contribute to MWC Pharmacy's success by serving as the first point of contact when patients and providers need support. Behind every call, ticket, and resolution is someone who knows that the accuracy of a response, the clarity of a conversation, and the steady follow-through are what keep clinics moving forward. This isn't typical call center work—you're protecting provider relationships and patient outcomes through exceptional problem-solving. The will report to the VP of Provider Success.
Responsibilities
- Answer inbound calls, emails, and texts from patients regarding billing, payments, prescriptions, refills, and shipping while maintaining professional, empathetic communication
- Assist provider office staff with portal access (login issues, password resets, user access changes, permission modifications)
- Provide troubleshooting support for prescription uploads and system functionality
- Access pharmacy operations to verify shipment status, locate orders, and confirm fulfillment timelines
- Work cross-functionally between customer-facing service and pharmacy operations to ensure seamless patient and provider experiences
- Escalate specialized issues to appropriate teams while meeting strict SLA response and resolution targets based on priority level
- Manage all tickets in HubSpot Service Hub, tracking issues by type and priority to identify trends and ensure timely resolution
- Demonstrate clear and concise written and verbal communication to internal and external stakeholders
Qualifications
- 1-2 years in customer service, healthcare support, or call center environment
- Problem-solving skills under pressure—you stay calm when patients are frustrated or providers are confused
- Communication clarity—you can explain complex prescription/billing issues in simple terms
- Attention to detail—you catch mistakes before they escalate (wrong shipping address, incorrect dosage confirmation)
- Ability to work in both office and pharmacy environments—comfortable navigating pharmacy operations to track orders and coordinate with technicians
- Tech comfort—you can learn new software quickly (HubSpot, LifeFile, PK Software) and guide users through systems remotely
- Proficient in Microsoft Office and email management systems
- Experience with ticketing systems (HubSpot, Zendesk, Freshdesk, etc.) preferred
- Compounding pharmacy or pharmacy operations experience is a bonus but we'll train you
- Empathy without over-involvement—you care about patients but don't take their stress home
- Ownership mentality—you follow up until issues are resolved
- Team player—you communicate proactively
Benefits
- 2 weeks paid time off
- Company holidays
- Medical, Dental, & Vision Insurance
- 401k