Customer & Order Support Specialist

About Refill

Refill is a comprehensive prescribing platform utilized by over 200 medical practices across the United States. The company facilitates easier prescribing and fulfillment by linking providers, clinics, and telehealth organizations to trusted pharmacy partners with negotiated pricing and streamlined processes backed by innovative software and dedicated human assistance.

Role Overview

We are seeking a Customer & Order Support Specialist to serve as the initial point of contact for customers and maintain communication between pharmacies and customers. This role demands quick and precise resolution of inquiries received via phone, text, email, and support tickets. You will assist in collecting necessary information for pharmacies to process orders, keep customers updated, and ensure smooth progression of orders.

Key Responsibilities

• Respond promptly to customer inquiries and issues regarding orders through phone, text, email, and ticketing systems during business hours.
• Obtain clarifications from customers when pharmacies require additional details to process orders and effectively communicate updates between all parties.
• Keep customers well-informed with clear and timely communication throughout issue resolution.
• Refer customer concerns to the relevant internal teams for higher-level assistance when necessary.
• Supervise the Refill order queue to ensure all orders are handled within expected turnaround times.
• Analyze recurring issues, customer questions, and pharmacy challenges to identify opportunities for process enhancement and minimize errors.

Qualifications and Skills

• At least two years of experience in patient-related healthcare roles such as medical assistant, pharmacy technician, or medical scribe.
• Strong preference for candidates with a background in customer support, data entry, or clinical operations support.
• Practical experience managing or supporting prescription medications, including preparation, review, and dispensing.
• Familiarity with medication terminology and prescription details such as dosage forms, administration routes, dosing instructions, quantities, and duration.
• Excellent written and verbal communication skills with comfort and confidence handling phone-based customer interactions which represent about half of the communication load.
• Capability to manage sensitive customer concerns with empathy, accuracy, and a sense of urgency while solving order-related clarifications.
• Highly organized with strong follow-through and detailed attention to processes and tasks.
• Sound judgment about when to independently resolve issues and when to escalate to others.
• A calm and clear-headed demeanor focused on solution-oriented responses during stressful or time-critical situations.

Why Work with Refill

You will become part of a dynamic, fully remote startup passionate about improving the healthcare prescribing experience. The role offers significant impact opportunities, competitive pay, flexible scheduling, paid time off, 401(k) benefits, employee discounts on medications, and a growth-oriented environment.