Senior Pharmacy Technician & Customer Care Champion – Driving Oncology Pharmacy Excellence, Patient Support, Process Innovation, and Team Leadership at brighthush

About brighthush

brighthush is not just a pharmacy technology provider; it is a catalyst for transformative change in oncology care. Our mission is to deliver precision, speed, and compassion to every patient who relies on our services. By integrating advanced technology, meticulous workflow design, and a relentless focus on patient well‑being, we create a seamless experience that spans community pharmacies, oncology clinics, and hematology centers. Every prescription that passes through our system is handled with the highest level of accuracy, ensuring that the right medication reaches the right patient at the right time.

We are a purpose‑driven organization that thrives on collaboration, innovation, and continuous improvement. If you are driven by purpose, thrive in a collaborative environment, and want to grow both professionally and personally, brighthush is the place for you.

Why Join brighthush?

At brighthush, we believe that the best outcomes arise when people feel valued, supported, and empowered to innovate. Our culture is built on compassion, teamwork, and integrity. To nurture this environment, we invest heavily in our people through:

• Comprehensive Onboarding & Continuous Training: From day one, you’ll receive structured onboarding that covers our technology stack, compliance standards, and patient‑centric service philosophy. Ongoing training ensures you stay current with industry best practices and emerging regulations.
• Mentorship & Leadership Development: Pairing you with seasoned professionals, our mentorship program accelerates skill acquisition and leadership readiness. Leadership workshops and coaching sessions are available to those who aspire to guide teams and shape strategy.
• Industry Exposure: We sponsor attendance at conferences, webinars, and certification programs. Whether you’re pursuing a Pharmacy Technician Certification (CPhT) or a specialty oncology credential, we’ll support your educational journey.
• Innovative Work Environment: Our modern Buffalo, NY facility is designed for collaboration, with open spaces, quiet zones, and state‑of‑the‑art technology. Even for remote roles, we provide the tools and support needed to thrive from anywhere.

Position Overview

As a Senior Pharmacy Technician & Customer Care Champion at brighthush, you will serve as the frontline guardian of our customer experience. You’ll work closely with the sales team, healthcare providers, and internal stakeholders to manage escalations, resolve billing and claim issues, and ensure that every patient receives the highest level of service. This full‑time role is based in our Buffalo, NY pharmacy, with flexible remote work options and onsite training to ensure you’re fully integrated into our processes.

Key Responsibilities

• Escalation Management: Own the end‑to‑end workflow of customer care escalations, ensuring timely resolution, clear communication, and documentation of best practices.
• Collaboration with Sales: Partner with the Customer Service Manager to address daily sales team escalations, maintaining a seamless handoff process that keeps the sales pipeline moving smoothly.
• Exception Reporting: Process and resolve address exception reports provided by the VP of Pharmacy Operations, ensuring data integrity and compliance with regulatory standards.
• Issue Reporting: Identify potential escalation bottlenecks, analyze root causes, and report findings to the Customer Care Manager for proactive resolution.
• Billing & Claims Expertise: Apply deep knowledge of CPR+ and billing claim responses to troubleshoot and resolve complex issues, ensuring accurate reimbursement and patient satisfaction.
• Cross‑Functional Coordination: Work with pharmacy directors, sales representatives, analytics teams, and other functional areas to resolve customer problems and update system databases.
• Project Ownership: Execute projects assigned by the Customer Service Manager, ensuring deliverables meet quality and timeline expectations while aligning with strategic goals.
• Documentation & Communication: Maintain accurate records of escalations, actions taken, and outcomes; communicate status updates to stakeholders and keep all parties informed.
• Continuous Improvement: Identify trends in customer issues, propose process improvements, and champion initiatives that enhance service quality and operational efficiency.

Essential Qualifications

• Education: High School Diploma required; Bachelor’s degree in Pharmacy, Healthcare Administration, or a related field preferred.
• Experience: 1–2 years of pharmacy billing or certified pharmacy technician experience, with a proven track record of handling complex customer inquiries.
• 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; ability to convey complex information clearly to diverse audiences, including patients, providers, and internal teams.
• Problem‑Solving: Strong analytical mindset with a proven ability to resolve complex customer issues independently and efficiently.
• Technical Proficiency: Comfortable navigating pharmacy information systems, databases, and Microsoft Office Suite; familiarity with pharmacy benefit manager (PBM) platforms is a plus.
• Autonomy: Ability to work independently with minimal supervision while maintaining high standards of accuracy and compliance.

Preferred Qualifications

• Experience in oncology pharmacy operations or a related specialty pharmacy environment.
• Familiarity with electronic health record (EHR) systems and pharmacy benefit manager (PBM) platforms.
• Knowledge of HIPAA regulations and data privacy best practices.
• Demonstrated ability to manage multiple priorities in a fast‑paced setting.
• Leadership or supervisory experience within a pharmacy or customer service context.

Core Competencies

• Customer‑Centric Mindset: A genuine passion for delivering exceptional service and ensuring patient satisfaction.
• Attention to Detail: Meticulousness in data entry, documentation, and compliance adherence.
• Team Collaboration: Ability to work effectively across departments and build strong working relationships.
• Adaptability & Resilience: Thrives in a dynamic environment, quickly adjusting to new processes and priorities.
• Process Improvement Orientation: Constantly seeks ways to streamline workflows and enhance service quality.
• Ethical Judgment & Integrity: Upholds the highest standards of professional conduct and confidentiality.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry itself. We offer a clear, structured progression for pharmacy technicians, customer care specialists, and operations managers. Whether you’re looking to deepen your technical expertise, transition into analytics, or step into a leadership role, we provide the resources and support to make it happen.

• Structured Career Ladders: Transparent pathways that outline the skills, experience, and milestones required for advancement.
• Internal Mobility Programs: Opportunities to explore roles in billing, analytics, clinical support, or quality assurance without leaving the organization.
• Continuing Education & Tuition Reimbursement: Access to continuing education credits, industry certifications, and tuition reimbursement for relevant courses.
• Performance Reviews & Feedback: Regular, data‑driven performance reviews that provide actionable insights and set clear growth objectives.
• Mentorship & Coaching: Guidance from seasoned professionals who are passionate about your development and success.

Work Environment & Culture

Our Buffalo, NY pharmacy is a modern, collaborative space designed to foster teamwork and innovation. Even though the role is primarily remote, you’ll receive comprehensive onsite training to ensure you’re fully integrated into our processes. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance through flexible scheduling and supportive policies. At brighthush, we believe that a healthy, engaged workforce is the foundation of exceptional patient care.

Compensation & Benefits

We recognize the value of your expertise and offer a competitive compensation package that rewards performance, dedication, and continuous improvement. While specific figures may vary based on experience and location, our benefits include:

• Competitive Base Pay: Starting hourly rate of $23.00, with potential for overtime and performance bonuses.
• Sign‑On Bonus: $5,000 for new hires starting before December 31, 2026.
• Retirement Planning: 401(k) plan with company match to help you build long‑term financial security.
• Paid Time Off: Generous PTO and paid holidays to recharge and spend time with loved ones.
• Health & Wellness: Comprehensive medical, dental, vision, life, short‑term and long‑term disability coverage.
• Tuition Reimbursement: Support for your educational goals and professional development.
• Wellness Initiatives: Gym memberships, mental health resources, wellness challenges, and more.

How to Apply

Ready to make a tangible impact on patient care while advancing your career? Click the link below to submit your application and join the brighthush family.

Apply Now

Join brighthush Today

At brighthush, we believe that every patient deserves the best possible care, and every team member deserves a workplace that values growth, compassion, and excellence. If you are a dedicated Pharmacy Technician with a passion for customer care and a desire to contribute to a mission‑driven organization, we invite you to apply. Together, we can transform oncology pharmacy services and improve the lives of patients and providers alike.