Lead, Patient Access Programs

SmithRx; Plano (TX); On-site; USD 70,000 - 82,000; Full time

Benefits offered by this job

Medical, Pharmacy, Dental, Vision & L‑

Life Insurance & AD&D

401(k) Retirement Savings

Paid time off

Parental leave

Employee Assistance Program (EAP)

Job summary

SmithRx is a rapidly growing Health-Tech company focused on transforming PBM. We seek a Lead for our Patient Access Team to drive enrollment, guide members through savings programs, and ensure cost-effective access to medications.

You will coach a team, implement training, and optimize operations while upholding PHI/HIPAA standards. The role reports to the Manager of Patient Access Programs and requires a passion for mentorship, process improvement, and cross-functional collaboration within a

Qualifications

• Requires management/supervisory experience in healthcare, health insurance benefits, or PBM call center.
• High school diploma or GED; bachelor’s degree preferred.
• Experience helping patients navigate healthcare, pharmacy benefits, claims processing, or PAPs is preferred.
• Mentoring team members and supporting career development is essential.
• Ability to create operational efficiencies in high-urgency environments.
• Strong written and verbal communication with empathetic member support.
• Experience with Windows, G-Suite, MS Office, and call center tools is expected.
• CRM Salesforce experience is a plus; candidates should be within commutable distance to Plano, TX.

Responsibilities

• Directly manage, coach, and mentor a team of Inbound and Enterprise Patient Access Specialists.
• Recruit, hire, and onboard new team members; lead training.
• Provide daily supervision including queue management and scheduling.
• Serve as escalation path for complex calls from Enterprise clients.
• Manage KPIs: FCR, queue SLAs, handle times, QA scores, member satisfaction.
• Conduct 1:1s, call monitoring, and quality audits for PHI/HIPAA compliance.
• Identify and improve processes to scale operations and enhance member journeys.
• Collaborate with Account Management, Clinical Strategy, Customer Support, and Operations.

Skills

Team leadership

Healthcare PBM knowledge

Customer focus

Mentoring

Conflict resolution

Communication skills

Startup experience

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Windows OS

G-Suite

MS Office

CRM Salesforce

Job description

Who We Are

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

Who We Are

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We Pride Ourselves For Our Mission-driven And Collaborative Culture That Inspires Our Employees To Do Their Best Work. We Believe That The U.S Healthcare System Is In Need Of Transformation, And We Come To Work Each Day Dedicated To Making That Change a Reality. At Our Core, We Are Guided By Our Company Values

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward - always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary

As a Lead (Supervisor) for our Patient Access Team, you will be responsible for the operational efficiency of our team responsible for procuring medications through drug manufacturers and for enrollment of patient members in drug savings programs. Your team serves as our patient members' advocate, guiding them through the complex world of prescriptions to help them obtain medications in a cost-effective and timely manner.

This role reports directly to the Manager of Patient Access Programs.

What You Will Do

• Directly manage, coach, and mentor a team of Inbound and Enterprise Patient Access Specialists whose primary responsibility is to help members apply and enroll into patient assistance and drug savings programs.
• Recruit, hire, and onboard new team members, leading initial training and continuous professional development.
• Provide day-to-day supervision and support, managing phone queue availability, workforce schedule adherence, and real-time operational center resource allocation.
• Serve as an escalation path for complex, high-urgency, or critical calls - particularly those originating from dedicated Enterprise client groups - taking ownership of end-to-end resolutions.
• Manage team to target KPIs associated with our patient advocate teams, including First Call Resolution (FCR), queue SLAs, handle times, Quality Assurance (QA) scores, and member satisfaction metrics.
• Perform regular 1:1s, call monitoring, and quality audits to foster active listening, empathetic communication, PBM system proficiency, and strict compliance with PHI and HIPAA regulations.
• Identify and drive operational process improvements to eliminate bottlenecks, support scale, and elevate the member journey across all savings pathways.
• Collaborate cross-functionally with Account Management, Clinical Strategy, Customer Support, and Operations to stay aligned on Enterprise account nuances, policy updates, and plan design rollouts.

What You Will Bring To SmithRx

• At least 2 years of management/supervisory experience in a healthcare, health insurance benefits, specialty pharmacy, or PBM call center environment.
• High school diploma, GED, or equivalent work experience required; Bachelor’s degree in Healthcare Administration, Business, or related field preferred.
• Previous experience helping patients/members navigate healthcare, pharmacy benefits, claims processing, medication reimbursement, or patient assistance programs (PAP) is highly preferred.
• A strong passion for mentoring team members, supporting career pathing, developing skills, and conducting conflict resolution.
• Solutions-oriented mindset driven by creating operational efficiencies and navigating complex, ambiguous situations under high urgency.
• Excellent written and verbal communication skills with a track record of empathetic, professional member support and cross-departmental collaboration.
• Hands-on experience with Windows, G-Suite, MS Office, and call center telephony tools. Experience with CRM software (Salesforce highly preferred) is a plus.
• Experience working in a fast-growing startup environment is a plus. Must be within a commutable distance to Plano, TX.

What SmithRx Offers You

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

Plano, TX Pay Range

$69,700 - $82,000 USD

Compensation & Benefits

• Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
• Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).

Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.