Inbound Patient Access Advocate - One-Call Resolution

Emploive; Lehi, Northern (UT, KY); Hybrid; USD 26,000 - 37,000; Full time

Benefits offered by this job

Competitive pay

Wellness benefits

Paid time off

Paid holidays

401(k) retirement savings

Disability insurance

Commuter benefits

Training opportunities

Job summary

SmithRx is hiring an Inbound Patient Access Specialist to guide members through enrollment in drug savings programs and deliver cost-effective pharmacy benefits with one-call resolution.

This role supports patients, providers, and pharmacies via phone, email and other channels, while maintaining HIPAA-compliant documentation and achieving key performance metrics with a compassionate, efficient service standard.

Qualifications

• 2+ years of healthcare call center experience
• Inbound calls & enrollment assistance
• Familiarity with pharmacy benefits manager (PBM) systems
• Ability to communicate clearly and empathetically

Responsibilities

• Educate patient members about their pharmacy benefits and help them source medications they need through various programs.
• Provide support to/ assist members, providers and pharmacies via inbound phone calls, email, and other appropriate channels
• Handle inbound calls pertaining to enrollment in drug savings programs and resolve their inquiries.
• This role’s success metrics include providing one-call resolution to members, providers, and pharmacies
• This role will gather any missing necessary information to successfully resolve the case, with emphasis on a one-call resolution approach.
• This role requires good understanding of all Patient Access savings programs
• Coordinate with members, physicians, drug manufacturers, and pharmacies to facilitate enrollment in savings programs.
• Manage every call by accurately resolving the issue, demonstrating compassion, meeting compliance requirements, and ensuring a hassle‑free experience for our Members
• Provide empathetic support to patients by phone, email, and other channels
• Maintain impeccable documentation, responsiveness, timeless of response with follow‑up of each member call
• Have a patient‑centric mindset and a high sense of urgency to solve requests
• Work with sensitive information while upholding PHI and HIPAA standards.
• Stay updated on organizational processes and policies to maintain compliance and ensure service quality.
• Organize case details per required standards and keep track of multiple tasks to ensure optimal productivity in a fast paced environment.
• Achieve or exceed specific key performance indicators and meet service level expectations to maintain high-quality service standards.
• Consistently maintain quality assurance standards and strict adherence to schedule, contributing to the overall efficiency and reliability of support.

Skills

Healthcare call center experience

Customer service

Verbal and written communication

Multitasking/time management

PHI/HIPAA compliance

Education

High School diploma or GED

Tools

Windows

MS Office

G-Suite

Salesforce

Job description

SmithRx is hiring an Inbound Patient Access Specialist to guide members through enrollment in drug savings programs and deliver cost-effective pharmacy benefits with one-call resolution.

This role supports patients, providers, and pharmacies via phone, email and other channels, while maintaining HIPAA-compliant documentation and achieving key performance metrics with a compassionate, efficient service standard.