Lead, Patient Access Programs - Mentor & Drive Impact

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

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