Seasoned Pharmacy Technician & Customer Care Specialist – Leading Oncology Pharmacy Operations, Patient Support, Process Excellence, Remote Opportunities – Join brighthush
Welcome to brighthush: Pioneering the Future of Oncology Pharmacy
In today’s rapidly evolving healthcare landscape, precision, compassion, and technology must converge to deliver the best outcomes for patients. At brighthush, we are redefining how oncology and hematology patients receive their medication and support. Our mission is to provide personalized, high‑quality pharmacy services that empower patients, clinicians, and payers alike. By blending state‑of‑the‑art medication management with compassionate patient outreach, we create a seamless continuum of care that transcends traditional boundaries.
Why brighthush?
brighthush is more than a company; it’s a movement. We are a patient‑centric organization that values innovation, collaboration, and continuous improvement. Our culture is built on teamwork, respect, integrity, and a shared passion for making a tangible difference in the lives of those battling cancer and rare diseases. Whether you work from our Waltham, MA office or from home, you’ll find a supportive environment where every voice is heard and every contribution matters.
Position Overview
We are seeking an experienced Pharmacy Technician & Customer Care Specialist to join our dynamic team. In this pivotal role, you will be the linchpin that ensures every patient, provider, and partner experiences the highest level of service. You will own end‑to‑end workflows for customer care escalations, collaborate with sales and clinical teams, manage exception reports, and lead process improvement projects—all while maintaining a patient‑first mindset.
Key Responsibilities – Your Impact in Action
- Customer Care Escalations Management: Own the end‑to‑end workflow of customer care escalations via email, phone, and chat. Prioritize, investigate, and resolve issues while maintaining meticulous documentation and clear communication with stakeholders.
- Collaboration with Sales & Providers: Act as the bridge between clinical and commercial teams. Work closely with sales representatives and healthcare providers to monitor, triage, and resolve all customer care concerns, ensuring alignment with clinical protocols and business objectives.
- Exception Report Handling: Process all address exception reports issued by the VP of Pharmacy Operations. Coordinate corrective actions, track follow‑ups, and report status to leadership to drive continuous improvement.
- Escalation Reporting: Identify potential bottlenecks or unresolved items and proactively report them to the Customer Care Manager. Escalate to the appropriate pharmacy director, sales representative, or analytics team to ensure timely resolution.
- Cross‑Functional Problem Solving: Partner with IT, billing, and clinical teams to resolve complex customer problems. Update system databases, document resolution steps, and communicate outcomes to all relevant parties.
- Project Ownership: Lead and complete projects assigned by the Customer Service Manager. From process improvement initiatives to system enhancements, you will own the project lifecycle, deliverables, and impact metrics.
- Billing & Claim Knowledge: Apply expertise in CPR+ and billing claim responses to support accurate and compliant reimbursement processes. Liaise with payers to resolve claim denials and ensure timely payment.
- Independent Decision Making: Operate with minimal supervision, demonstrating initiative, accountability, and a proactive mindset in all tasks.
- Data Integrity & Compliance: Ensure all patient and pharmacy data is entered accurately, securely, and in compliance with HIPAA and other regulatory requirements.
- Continuous Learning: Stay current on oncology therapeutics, payer policies, and industry best practices through ongoing education and training.
Essential Qualifications – What We’re Looking For
- Education: High School Diploma required; Bachelor’s degree in Pharmacy, Health Sciences, or a related field preferred.
- Experience: 1–2 years of pharmacy billing or certified pharmacy technician experience in a clinical or specialty pharmacy setting.
- Licensing: Current State Pharmacy Technician License/Registration (per State Board of Pharmacy) and National Pharmacy Technician Certification (CPhT via PTCB/NHA).
- Communication: Exceptional verbal and written communication skills, with the ability to convey complex information clearly and professionally to patients, providers, and internal teams.
- Problem‑Solving: Strong analytical mindset and a proactive approach to identifying and resolving issues before they impact patient care.
- Customer‑Centric Mindset: A genuine passion for patient care and a commitment to delivering outstanding service at every touchpoint.
- Technical Proficiency: Comfortable using Microsoft Office Suite, pharmacy software, and data entry tools. Experience with pharmacy management systems such as brighthush and electronic health record (EHR) platforms is a plus.
- Adaptability: Ability to thrive in a fast‑paced, ever‑changing environment while maintaining accuracy and attention to detail.
Preferred Qualifications – The Extra Edge
- Experience in oncology or specialty pharmacy settings, with a deep understanding of cancer therapeutics and treatment protocols.
- Familiarity with pharmacy management software (e.g., brighthush, brighthush, or similar platforms) and electronic health record (EHR) systems.
- Knowledge of payer policies, reimbursement cycles, and claim adjudication processes.
- Previous experience in a remote or hybrid work environment, demonstrating self‑discipline and strong time‑management skills.
- Strong organizational skills and the ability to manage multiple priorities simultaneously while maintaining accuracy.
- Experience leading cross‑functional projects or process improvement initiatives.
Core Skills & Competencies for Success
- Customer Service Excellence: Delivering empathy, clarity, and efficiency in every interaction.
- Critical Thinking & Analytical Reasoning: Turning data into actionable insights.
- Effective Communication (verbal & written): Tailoring messages for diverse audiences.
- Attention to Detail & Accuracy: Ensuring compliance and patient safety.
- Time Management & Prioritization: Balancing urgent escalations with long‑term projects.
- Team Collaboration & Interpersonal Skills: Building strong relationships across departments.
- Adaptability & Resilience: Thriving in a fast‑paced, ever‑changing environment.
- Technical Proficiency: Mastery of Microsoft Office Suite, pharmacy software, and data entry tools.
Career Growth & Learning Opportunities at brighthush
At brighthush, we believe that your professional development is as important as the impact you make on patients. We offer:
- Structured mentorship programs with senior leaders in pharmacy operations and patient care.
- Access to continuous learning resources, including online courses, certifications, and industry conferences.
- Clear career pathways from Pharmacy Technician to Pharmacy Manager, Clinical Coordinator, or Operations Lead.
- Opportunities to lead cross‑functional projects that shape the future of oncology pharmacy services.
- Regular performance reviews with actionable feedback and personalized development plans.
- Participation in innovation labs and pilot programs that test new technologies and workflows.
- Recognition for contributions to quality improvement, patient safety, and operational excellence.
Work Environment & Company Culture
Our culture is built on the pillars of teamwork, respect, integrity, and passion. You’ll find a supportive, inclusive environment where every voice is heard and every contribution matters. Whether you’re working from our Waltham, MA location or remotely from home, you’ll experience:
- Flexible scheduling options, including the 11:30 AM–8:00 PM EST shift with alternating weekends.
- A collaborative team that values open communication and continuous improvement.
- Regular virtual town halls and team‑building events to keep the community connected.
- Recognition programs that celebrate both individual and team achievements.
- Access to wellness resources, mental health support, and employee assistance programs.
- Inclusive hiring practices that celebrate diversity and foster belonging.
Compensation, Perks, and Benefits
We offer a competitive compensation package that reflects your experience and expertise:
- Starting salary of $24.00 per hour, with potential for growth based on performance.
- Sign‑On Bonus of $5,000 for new hires starting before December 31, 2026.
- Comprehensive benefits package including Medical, Dental, and Vision coverage.
- 401(k) plan with company match to help you build a secure financial future.
- Paid Time Off (PTO) and paid holidays to support work‑life balance.
- Tuition reimbursement for approved courses and certifications.
- Company‑paid life insurance and short‑ and long‑term disability coverage.
- Remote work flexibility with a stipend for home office setup.
- Employee wellness stipend, gym membership discounts, and access to mindfulness apps.
- Annual performance‑based bonuses and spot awards for exceptional contributions.
How to Apply
If you’re a motivated Pharmacy Technician with a customer‑first mindset and a desire to contribute to a groundbreaking oncology pharmacy model, we want to hear from you. Apply today and become part of brighthush’s journey to transform patient care and elevate the standard of oncology pharmacy services.