SRX Customer Service Specialist

The SpecialtyRx Customer Service Specialist (CSS) Training Course is designed to equip agents with the skills, tools, and knowledge needed to excel in supporting long-term care (LTC) facilities. This course covers SpecialtyRx’s mission, services, and technology stack (FrameworkLTC, ECM, Mediprocity) while teaching effective communication, call handling, documentation, compliance, and escalation protocols. Through real-world scenarios, system workflows, and facility-focused training, CSS agents learn to manage high-volume inquiries, resolve medication issues, and deliver “white-glove” support that eases facility staff burdens and ensures patient safety in LTC pharmacy operations.

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SRX Customer Service Specialist

Course content

24 sections | 240 lessons

Module 1: Introduction to SpecialtyRx and Long-Term Care Pharmacy

Module 2: Mastering Customer Interaction

Module 3: FrameworkLTC and ECM Mastery

Module 4: Clarifications, Owes, and Non-Clinical Issues

Module 5: Specialty Medications and Emergency Orders

Module 6: Documentation, Reporting, and Compliance

Module 7: Working with Providers, Nurses, and Facility Staff

Module 8: Cultural Competence and Language Sensitivity

Module 9: Final Exam Preparation and Readiness Review

Module 10: Managing Medication Refills and Delivery Schedules

Module 11: Advanced EHR System Usage and Data Integration

Module 12: Patient Safety and Medication Error Prevention

Module 13: Handling Specialized Pharmacy Services and Treatments

Module 14: Quality Assurance and Compliance in Long-Term Care Pharmacy

Module 15: Technology Integration and Automation in Pharmacy Operations

Module 16: Advanced Problem Solving and Critical Thinking in Customer Service

Module 17: Leadership Skills for Customer Service Specialists

Module 18: Emotional Intelligence and Resilience in Customer Service

Module 19: Building Long-Term Customer Relationships

Module 20: Continuous Improvement in Customer Service Operations

Module 21: Final Career and Development Planning for Customer Service Specialists

Module 22: Strategic Management in Customer Service Operations

Module 23: Advanced Communication Strategies for Customer Service Specialists

Module 24: Crisis Management and Problem Resolution in Customer Service

SRX Customer Service Specialist

Module 1: Introduction to SpecialtyRx and Long-Term Care Pharmacy10 Lessons

Module 1: Introduction to SpecialtyRx and Long-Term Care Pharmacy

Module 2: Mastering Customer Interaction10 Lessons

Module 2: Mastering Customer Interaction

Module 3: FrameworkLTC and ECM Mastery10 Lessons

Module 3: FrameworkLTC and ECM Mastery

Module 4: Clarifications, Owes, and Non-Clinical Issues10 Lessons

Module 4: Clarifications, Owes, and Non-Clinical Issues

Module 5: Specialty Medications and Emergency Orders10 Lessons

Module 5: Specialty Medications and Emergency Orders

Module 6: Documentation, Reporting, and Compliance10 Lessons

Module 6: Documentation, Reporting, and Compliance

Module 7: Working with Providers, Nurses, and Facility Staff10 Lessons

Module 7: Working with Providers, Nurses, and Facility Staff

Module 8: Cultural Competence and Language Sensitivity10 Lessons

Module 8: Cultural Competence and Language Sensitivity

Module 9: Final Exam Preparation and Readiness Review10 Lessons

Module 9: Final Exam Preparation and Readiness Review

Module 10: Managing Medication Refills and Delivery Schedules10 Lessons

Module 10: Managing Medication Refills and Delivery Schedules

Module 11: Advanced EHR System Usage and Data Integration10 Lessons

Module 11: Advanced EHR System Usage and Data Integration

Module 12: Patient Safety and Medication Error Prevention10 Lessons

Module 12: Patient Safety and Medication Error Prevention

Module 13: Handling Specialized Pharmacy Services and Treatments10 Lessons

Module 13: Handling Specialized Pharmacy Services and Treatments

Module 14: Quality Assurance and Compliance in Long-Term Care Pharmacy10 Lessons

Module 14: Quality Assurance and Compliance in Long-Term Care Pharmacy

Module 15: Technology Integration and Automation in Pharmacy Operations10 Lessons

Module 15: Technology Integration and Automation in Pharmacy Operations

Module 16: Advanced Problem Solving and Critical Thinking in Customer Service10 Lessons

Module 16: Advanced Problem Solving and Critical Thinking in Customer Service

Module 17: Leadership Skills for Customer Service Specialists10 Lessons

Module 17: Leadership Skills for Customer Service Specialists

Module 18: Emotional Intelligence and Resilience in Customer Service10 Lessons

Module 18: Emotional Intelligence and Resilience in Customer Service

Module 19: Building Long-Term Customer Relationships10 Lessons

Module 19: Building Long-Term Customer Relationships

Module 20: Continuous Improvement in Customer Service Operations10 Lessons

Module 20: Continuous Improvement in Customer Service Operations

Module 21: Final Career and Development Planning for Customer Service Specialists10 Lessons

Module 21: Final Career and Development Planning for Customer Service Specialists

Module 22: Strategic Management in Customer Service Operations10 Lessons

Module 22: Strategic Management in Customer Service Operations

Module 23: Advanced Communication Strategies for Customer Service Specialists10 Lessons

Module 23: Advanced Communication Strategies for Customer Service Specialists

Module 24: Crisis Management and Problem Resolution in Customer Service10 Lessons

Module 24: Crisis Management and Problem Resolution in Customer Service