Pharmacy Technician – Customer Care Specialist for Oncology & Rare Disease Support (Remote, Buffalo‑Based)

Welcome to brighthush – Where Compassion Meets Innovation

At brighthush, we are redefining the way oncology and rare‑disease care is delivered to patients, providers, and the broader healthcare community. Our unique pharmacy model blends cutting‑edge technology with a deep‑rooted commitment to empathy, ensuring that every interaction—whether it’s a prescription fill, a billing question, or a heartfelt conversation—adds real value to the lives of those we serve. As we continue to expand our footprint across the United States, we are looking for dedicated professionals who share our mission to “better the lives of those battling cancer and rare diseases.” If you thrive in a collaborative, purpose‑driven environment and are eager to make a tangible difference, the Pharmacy Technician – Customer Care Specialist role could be your next great career move.

Why Choose a Career at brighthush?

Working at brighthush is more than just a job—it’s a chance to become part of a community that values compassion over numbers, teamwork over hierarchy, and continuous growth over stagnation. Our employees enjoy:

• Purposeful Impact: Directly support patients battling life‑threatening illnesses and the clinicians who care for them.
• Professional Development: Tuition reimbursement, mentorship programs, and access to industry‑leading training.
• Flexible Work Arrangements: This position is remote‑first, with initial on‑site training at our Buffalo, NY pharmacy hub.
• Competitive Compensation: Starting at $24.00 per hour, plus a $5,000 sign‑on bonus for new hires who start before December 31, 2026.
• Comprehensive Benefits: Medical, dental, vision, 401(k) with match, paid time off, paid holidays, life insurance, and short‑ and long‑term disability coverage.

Position Overview

The Customer Care Specialist serves as the vital bridge between our sales team, oncology providers, and the pharmacy operations center. You will manage escalations, ensure timely resolution of billing and claim issues, and collaborate across functional areas to maintain the highest standards of patient‑centric service. This full‑time role operates on a Monday‑through‑Friday schedule (11:30 AM – 8:00 PM EST) with alternating weekend coverage as needed.

Key Responsibilities

• Escalation Management: Own the customer‑care escalations email workflow, ensuring each ticket is triaged, assigned, and resolved within service‑level agreements.
• Collaboration with Sales: Partner daily with the Customer Service Manager to address sales‑team escalations and keep communication channels open.
• Exception Reporting: Review and act on exception reports generated by the VP of Pharmacy Operations, flagging any anomalies that could affect patient care.
• Proactive Issue Reporting: Notify the Customer Care Manager of any potential roadblocks that might delay escalation resolution.
• Billing & Claim Expertise: Apply knowledge of CPR+ and pharmacy billing claim responses to troubleshoot and correct claim rejections.
• Cross‑Functional Coordination: Escalate issues to the appropriate pharmacy director, sales representative, or analytics team, and follow through until closure.
• System Maintenance: Update and maintain records in internal databases, documenting actions taken and outcomes achieved.
• Project Participation: Contribute to special projects assigned by the Customer Service Manager, ranging from process improvement initiatives to new technology rollouts.

Essential Qualifications

• Education: High School Diploma required; a Bachelor’s degree is preferred.
• Experience: 1–2 years of pharmacy billing experience or certified pharmacy technician experience.
• Licensing & Certification:
  • State‑issued Pharmacy Technician License/Registration (as required by the State Board of Pharmacy).
  • National Pharmacy Technician Certification (CPhT) obtained through brighthush.
• Core Skills: Exceptional verbal and written communication, strong problem‑solving abilities, and a customer‑service mindset.
• Independence: Ability to work autonomously with minimal supervision while maintaining high accuracy and accountability.

Preferred Qualifications & Additional Assets

• Experience in an oncology or specialty pharmacy environment.
• Familiarity with pharmacy management software and electronic health record (EHR) systems.
• Demonstrated ability to handle high‑volume email and ticketing systems.
• Previous exposure to insurance verification, prior authorization, and claim adjudication processes.
• Strong analytical mindset with the ability to interpret data trends and suggest process enhancements.

Skills & Competencies for Success

• Empathy & Compassion: A genuine desire to improve patient outcomes and support healthcare providers.
• Attention to Detail: Precision in handling billing codes, claim responses, and documentation.
• Time Management: Ability to prioritize multiple escalations while meeting strict deadlines.
• Team Collaboration: Comfortable working with cross‑functional teams, including sales, analytics, and pharmacy leadership.
• Technical Proficiency: Comfortable navigating multiple software platforms, databases, and communication tools.

Compensation, Perks, & Benefits

At brighthush, we recognize that our people are our greatest asset. In addition to a competitive hourly wage starting at $24.00, you will receive:

• Sign‑On Bonus: $5,000 for new hires who commence employment before December 31, 2026.
• Health Coverage: Comprehensive medical, dental, and vision plans with employer contributions.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Paid Time Off: Generous PTO accruals, paid holidays, and additional leave for personal or family needs.
• Professional Growth: Tuition reimbursement for continued education, certification support, and internal training programs.
• Life & Disability Protection: Company‑paid life insurance and short‑ and long‑term disability coverage.

Career Growth & Learning Opportunities

Joining brighthush opens doors to a clear career trajectory within the specialty pharmacy sector. As you master the Customer Care Specialist role, you may progress to:

• Senior Customer Care Analyst – leading a team of specialists and shaping escalation protocols.
• Pharmacy Operations Manager – overseeing broader pharmacy functions, including inventory, compliance, and clinical services.
• Clinical Services Coordinator – collaborating directly with oncology providers to develop patient‑centric care pathways.

Our commitment to continuous learning means you’ll have access to webinars, industry conferences, and mentorship from seasoned pharmacy leaders.

Work Environment & Culture at brighthush

Our culture is built on four pillars: Compassion, Collaboration, Integrity, and Passion. Whether you are working from home or visiting our Buffalo training site, you will experience:

• Supportive Leadership: Managers who prioritize your professional development and well‑being.
• Inclusive Community: A diverse workforce where every voice is heard and respected.
• Transparent Communication: Regular town‑halls, updates from senior leadership, and open‑door policies.
• Work‑Life Balance: Flexible scheduling, remote work tools, and resources to help you manage personal commitments.

How to Apply

If you are ready to bring your pharmacy expertise, customer‑service excellence, and compassionate spirit to a forward‑thinking organization, we invite you to apply today. Click the link below to submit your resume and cover letter through our secure portal.

Apply To This Job

Take the Next Step with brighthush

At brighthush, your work directly influences the health and hope of patients facing some of the toughest medical challenges of our time. Join a team where your dedication is celebrated, your growth is nurtured, and your impact is measurable. We look forward to welcoming you to our mission‑driven family.