Lead Patient Access & Savings Programs

SmithRx; Plano, Northern (TX, KY); Hybrid; USD 70,000 - 82,000; Full time

Benefits offered by this job

Wellness benefits

401(k) Retirement Savings Program

Paid Time Off

Job summary

SmithRx, a fast-growing Health-Tech company in Plano, TX, seeks a Lead (Supervisor) for the Patient Access Team to drive operational efficiency and member advocacy in enrollment and drug savings programs.

You will coach inbound and enterprise specialists, manage real-time workflows, and ensure KPI achievement and high member satisfaction while adhering to PHI and HIPAA requirements. Reports to Manager of Patient Access Programs.

Qualifications

• Minimum 2 years of management/supervisory experience in healthcare, health insurance benefits, specialty pharmacy, or PBM call center.
• High school diploma or GED required; Bachelor's in Healthcare Admin/Business preferred.
• Experience helping patients navigate healthcare, pharmacy benefits, or patient assistance programs is highly preferred.

Responsibilities

• Directly manage and mentor a team of Inbound and Enterprise Patient Access Specialists.
• Recruit, hire, and onboard new team members and lead training.
• Oversee call queue, scheduling, and real-time resource allocation.
• Serve as escalation path for complex/high-urgency calls and own end-to-end resolutions.
• Manage KPIs: FCR, queue SLAs, handle times, QA scores, member satisfaction.
• Conduct 1:1s, call monitoring, and quality audits for PHI/HIPAA compliance.
• Identify operational improvements to scale the member journey.

Skills

Leadership

People management

Communication skills

Healthcare/BPB call center experience

Problem solving

Education

High school diploma / GED

Bachelor’s in Healthcare Admin or Business (preferred)

Tools

Windows

G-Suite

MS Office

Call center telephony

Salesforce (preferred)

Job description

SmithRx, a fast-growing Health-Tech company in Plano, TX, seeks a Lead (Supervisor) for the Patient Access Team to drive operational efficiency and member advocacy in enrollment and drug savings programs.

You will coach inbound and enterprise specialists, manage real-time workflows, and ensure KPI achievement and high member satisfaction while adhering to PHI and HIPAA requirements. Reports to Manager of Patient Access Programs.