Concierge Care & Resolution Specialist (CPhT)

EmpiRx Health, LLC.; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off

Health Insurance

401(k)

Job summary

EmpiRx Health is seeking a Care & Resolution Specialist (CPhT) for our Orlando, FL site. The role centers on delivering white-glove, clinically driven member experiences as the primary contact for complex inquiries in Level 2 Member Services.

You will navigate pharmacy benefit workflows, collaborate with internal teams, and maintain accurate records while focusing on empathetic resolution and compliant communication with members.

Qualifications

• Minimum 2 years of experience in a PBM, health plan, or MTM call center; or 4 years in hospital or retail pharmacy.
• At least 2 years of experience in a customer service-related field, preferably within healthcare or pharmacy.
• Prior experience with benefit investigations, prior authorizations, or claims processing preferred.

Responsibilities

• Respond promptly and professionally to inbound member calls and inquiries.
• Monitor and enforce adherence to established daily processes, protocols, and escalation pathways.
• Serve as an administrative liaison between members, internal departments, and external partners to facilitate accurate and timely issuer solutions.
• Manage and resolve cases related to prescription claims, authorizations, and other pharmacy benefit concerns, documenting outcomes in accordance with departmental standards.
• Apply sound judgment and empathy to develop effective and sustainable solutions for member issues.
• Support urgent or emergency override situations as necessary, following defined protocols.

Skills

Customer service

Communication

Problem solving

Time management

Tools

CRM systems

Microsoft Office

Ticketing systems

Job description

EmpiRx Health is seeking a Care & Resolution Specialist (CPhT) for our Orlando, FL site. The role centers on delivering white-glove, clinically driven member experiences as the primary contact for complex inquiries in Level 2 Member Services.

You will navigate pharmacy benefit workflows, collaborate with internal teams, and maintain accurate records while focusing on empathetic resolution and compliant communication with members.