Customer Support Specialist

We're looking for a Customer Support specialist to help us make specialty medications more accessible and affordable for patients. Keep reading to learn more about the role, our team, and why House Rx is the right next step in your career.

This role will play an integral part in supporting our customers post-launch. Your primary focus will be to organize, triage, and resolve requests from external customers utilizing the House Rx product suite. You get to work collaboratively with engineering, clinical operations and customer success to help resolve u...

Triage, prioritize, and resolve incoming support tickets and phone calls from customers, utilizing our support management platform, while proactively communicating with the support team to ensure timely updates, efficient collaboration, and resolution of complex issues.

Communicate in a responsive and empathetic manner with our customers, ensuring requests are followed up on and resolved in a timely manner.
Categorize support requests and customer feedback to help surface larger themes and areas for improvement that would enhance our customers’ product experience.
Become a subject matter expert of the House Rx pharmacy management system and workflows in order to best support and educate users on our products and services.

3+ years experience with Specialty Pharmacy Operations or similar.  Experience with House Rx platform preferred.
Comfortable navigating pharmacy management and EMR systems and learning new technology quickly.
Positive and collaborative problem-solver with a passion for working with customers to improve their experience
Clear communicator (verbal and written) who is able to build a positive rapport with customers and team members in various roles
Well organized under pressure and able to effectively prioritize requests that may fluctuate rapidly in both scope & quantity
Maintain a calm, empathetic and solutions-oriented approach when stressful situations arise 
Has a clear understanding that the outcomes of the role directly impact patient care, and is motivated to solve customer issues efficiently and quickly
Very comfortable in an external facing role taking inbound calls from customers and addressing their feedback