Experienced Pharmacy Technician & Customer Care Specialist – Oncology Pharmacy Operations & Patient Support

About brighthush

brighthush is a trailblazing oncology pharmacy that redefines how cancer and rare disease patients receive the medications and support they need. With a mission to improve lives through compassionate care, we partner with community, oncology, and hematology physicians, payers, and manufacturers to deliver personalized, high‑quality pharmacy services. Our culture is built on teamwork, integrity, respect, and a relentless passion for patient outcomes. At brighthush, you’ll find a workplace where every call, every prescription, and every interaction has a direct, meaningful impact on the lives of patients and their families.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a career that blends clinical expertise with customer‑centric service. Our team is composed of extraordinary professionals who share a common desire to make a difference. We empower our employees with:

• Continuous learning opportunities, including tuition reimbursement and access to industry‑leading certifications.
• Mentorship programs that pair new hires with seasoned pharmacy technicians and customer care leaders.
• A collaborative environment where ideas are valued and innovation is encouraged.
• Work‑life balance, with flexible scheduling and remote work options.

Position Overview

We are seeking a dedicated Pharmacy Technician – Customer Care Specialist to join our Waltham, MA team. This full‑time role will be based remotely, with initial training conducted at our Waltham pharmacy. You will work closely with the sales team and clinical providers to monitor, resolve, and prevent customer care issues, ensuring a seamless experience for patients and partners alike.

Key Responsibilities

• Escalation Management: Oversee the customer care escalation email workflow, ensuring timely and accurate responses to all inquiries.
• Collaboration with Sales: Partner with the customer service manager to address daily sales team escalations and maintain open lines of communication.
• Exception Reporting: Process all address exception reports issued by the VP of pharmacy operations, coordinating with relevant stakeholders to resolve discrepancies.
• Issue Tracking: Identify and report any potential bottlenecks that could delay escalation resolution, proactively communicating with the customer care manager.
• Billing & Compliance: Apply knowledge of CPR+ and billing claim responses to ensure accurate reimbursement and regulatory compliance.
• Stakeholder Escalation: Escalate complex issues to the appropriate pharmacy director, sales representative, or analytics team, following established protocols.
• Cross‑Functional Collaboration: Work with other functional areas—such as IT, finance, and quality—to resolve customer problems, update system databases, and notify relevant parties of actions taken.
• Project Execution: Lead and complete projects assigned by the customer service manager, demonstrating initiative and project‑management skills.

Essential Qualifications

• High School Diploma (required); Bachelor’s degree in a related field preferred.
• 1–2 years of pharmacy billing experience or certification as a pharmacy technician.
• Valid Pharmacy Technician State License/Registration (per State Board of Pharmacy).
• National Pharmacy Technician Certification (CPhT via PTCB/NHA).
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficiency in problem‑solving and the ability to work independently with minimal guidance.

Preferred Qualifications

• Experience in oncology or specialty pharmacy settings.
• Familiarity with electronic health record (EHR) systems and pharmacy management software.
• Knowledge of payer reimbursement processes and claim adjudication.
• Demonstrated ability to manage multiple priorities in a fast‑paced environment.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and a commitment to patient advocacy.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and recommend actionable solutions.
• Attention to Detail: Precision in data entry, documentation, and compliance with regulatory standards.
• Team Collaboration: Comfortable working cross‑functionally and building strong relationships with sales, clinical, and operational teams.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Technology Proficiency: Comfortable navigating multiple software platforms, including pharmacy dispensing systems, billing portals, and customer relationship management tools.

Career Growth & Development

At brighthush, your professional journey is supported by a robust development framework:

• Structured onboarding that includes hands‑on training and mentorship.
• Access to continuing education, including paid tuition reimbursement for relevant courses.
• Clear career pathways from Pharmacy Technician to Senior Technician, Customer Care Lead, or Pharmacy Operations Manager.
• Regular performance reviews and goal‑setting sessions to align your growth with organizational objectives.
• Opportunities to lead cross‑functional projects, enhancing leadership and project‑management experience.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and compassion. Our remote work model allows you to balance professional responsibilities with personal commitments, while our Waltham headquarters offers a collaborative hub for in‑person collaboration when needed. We celebrate diversity, encourage open dialogue, and prioritize mental and physical well‑being through:

• Flexible scheduling options, including rotating weekend shifts.
• Regular virtual team‑building events and wellness initiatives.
• Access to mental health resources and employee assistance programs.
• Recognition programs that highlight outstanding contributions and milestones.

Compensation & Benefits

We offer a competitive compensation package that reflects your expertise and dedication:

• Base Salary: Starting at $24.00 per hour, with potential for hourly increases based on performance.
• Sign‑On Bonus: $5,000 for new hires who begin before December 31st, 2026.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Retirement Planning: 401(k) plan with company match.
• Paid Time Off: Generous PTO and paid holidays.
• Insurance: Company‑paid life, short‑term, and long‑term disability coverage.
• Professional Development: Tuition reimbursement and access to industry certifications.

Ready to Make an Impact?

If you are a motivated Pharmacy Technician who thrives in a customer‑focused, oncology‑centric environment, we invite you to apply. Join brighthush and become part of a team that is dedicated to improving the lives of patients battling cancer and rare diseases. Your expertise, compassion, and drive will help us continue to deliver exceptional care and support to our patients, providers, and partners.

Take the next step in your career—apply today and help us shape the future of oncology pharmacy.