Customer Care Pharmacy Technician

About the company

Judi Health is a healthcare technology organization that builds software and services for employers, third-party administrators, and health plans. Its portfolio includes a full-service pharmacy benefit management offering, a broader health benefits management solution, and a proprietary enterprise platform that brings claim-administration workflows into one secure, scalable system. The company’s mission is centered on strengthening confidence in the U.S. healthcare experience and improving the infrastructure that supports care.

Role overview

This is a full-time remote opportunity open to candidates across the continental United States, with preference for applicants based in Hawaii. The role requires flexibility to work any shift. New hires will also complete training on a Monday through Friday schedule from 9:00 am to 5:30 pm Eastern.

What you will do

• Serve as the first point of contact for member calls, prior authorization questions, and related case routing, making sure intake details are captured and sent to the Clinical Prior Authorization team.
• Collect complete prior authorization information from prescribers and members by asking the needed drug-specific and client-specific clinical questions.
• Explain available exception options, such as formulary, copay, and early refill requests, using the member’s benefit setup as the guide, while also sharing status updates and other relevant information with prescribers, members, and pharmacies.
• Manage incoming calls from members, prescribers, and pharmacies efficiently and professionally, using probing questions to identify issues and close them out quickly.
• Support Customer Service Representatives when demand requires it by answering member and pharmacy inquiries and documenting concerns clearly.
• Communicate findings, issues, and resolutions to members, pharmacies, and internal partners while maintaining quality, safety, and service standards.
• Deliver a high level of customer care with empathy and professionalism in a fast-moving environment.
• Follow internal operating procedures, HIPAA requirements, company policies, and the company code of conduct, including reporting noncompliance when necessary.
• Help train and onboard new team members or temporary staff when needed.
• Assist the Fraud, Waste, and Abuse program by reviewing pharmacy claim information and sharing findings with the appropriate internal teams.
• Work across multiple systems at once, including using up to two monitors, while staying organized in a busy remote call-center setting.
• Maintain strong attendance, a positive attitude, and consistent productivity while meeting team goals for schedule adherence, attendance, and quality.
• Carry out other customer support tasks as assigned.

Required qualifications

• High school diploma or equivalent is required; an associate or bachelor’s degree is preferred.
• A current Pharmacy Technician certification (CPhT) and an active license are mandatory.
• At least 2 years of pharmacy technician experience in a clinical pharmacy environment, PBM, health plan, or a related healthcare setting is required.
• At least 2 years of customer service experience, with strong listening skills and the ability to build relationships through clear written and verbal communication, is required.
• Prior experience with prior authorization requests, or a solid understanding of prior authorization rules and processes, is preferred.
• Ability to work on your own with limited supervision in a remote, high-volume, fast-paced, metrics-based call center.
• Comfort using CRM tools, call center software, and Microsoft Office applications.
• Proven ability to meet performance standards for call quality, turnaround time, and customer satisfaction.
• A secure high-speed broadband connection at the remote work location is required; DSL, cable, or fiber are acceptable, and a 1 Gbps plan is required. Dial-up, satellite, Wi‑Fi, 5G, and cellular connections are not permitted.

Preferred experience and attributes

• Spanish fluency is highly preferred.
• Experience working with Medicare is preferred.
• Interest in healthcare and improving patient outcomes is valued.
• Adaptability in a startup or high-growth environment is a plus.
• Background in pharmacy operations or benefits administration is preferred.
• Commitment to diversity, equity, and inclusion is appreciated.

Compensation

The posted remote U.S. base pay range is $28 to $28 per hour.

Additional information

Applicants must be open to any shift. Standard training hours run Monday through Friday, 9:00 am to 5:30 pm Eastern. Employees must follow the company’s code of conduct, including reporting any noncompliance. The employer may modify duties or responsibilities as needed to support business goals. By applying, candidates agree that their personal data may be retained for consideration of future opportunities. The company also maintains a privacy policy governing personal data use.

Equal opportunity

The organization provides equal employment opportunities and does not discriminate or tolerate harassment on the basis of race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other legally protected characteristic.

Responsibilities

• Act as the main contact for inbound member calls and prior authorization requests, ensuring cases and intake notes are escalated correctly.
• Gather complete authorization details from prescribers and members by asking the relevant clinical and drug-related questions.
• Guide callers through exception request options and provide timely updates based on plan and client rules.
• Handle high call volumes from members, prescribers, and pharmacies with strong phone etiquette and problem-solving.
• Support customer service peers by stepping into pharmacy and member inquiries when needed.
• Document issues clearly and communicate resolutions to all relevant stakeholders.
• Deliver compassionate, accurate, and compliant service while protecting health and safety standards.
• Adhere to SOPs, HIPAA, internal policies, and the company code of conduct.
• Assist in onboarding and training new or temporary staff.
• Support fraud, waste, and abuse reviews by examining pharmacy claim data and escalating findings.
• Operate across multiple systems and maintain productivity in a remote environment.
• Meet attendance, schedule, and quality expectations, and complete additional support tasks as assigned.

Requirements

• High school diploma or equivalent; higher education is preferred.
• Current CPhT certification and an active pharmacy technician license.
• Minimum 2 years of pharmacy technician experience in clinical pharmacy, PBM, health plan, or similar healthcare settings.
• Minimum 2 years of customer service experience with strong communication and relationship-building abilities.
• Preferred familiarity with prior authorization processes.
• Ability to work independently in a remote, high-volume, metrics-driven call center.
• Proficiency with CRM platforms, call center tools, and Microsoft Office.
• Ability to meet quality, resolution, and satisfaction metrics.
• Reliable secure broadband internet meeting the specified technical requirements.
• Willingness to work any shift and train during standard Eastern time hours.

Perks & benefits

• Remote work opportunity within the continental United States.
• Preference consideration for candidates based in Hawaii.
• Base pay of $28 per hour.
• Opportunity to contribute to healthcare improvement in a mission-driven environment.
• Exposure to cross-functional work in a growing health technology organization.