Member Advocate - PBM - Remote

VytlOne; United States; Remote; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Remote-friendly culture

Career growth

Job summary

VytlOne is seeking motivated Member Advocates to join the remote operations team. You will handle complex customer inquiries, build member relationships, and represent the brand with expertise across CRM and AI tools.

Ideal candidates bring at least 2 years in pharmacy or healthcare customer service, empathy, and strong communication. The role offers remote work from the Continental US and opportunities to impact outcomes through process improvements.

Qualifications

• Education: High school diploma, GED, or equivalent.
• Experience: 2+ years Pharmacy or Health Care customer service.
• Preferred: PBM Contact Center, Chat Support, AI and CRM technologies.

Responsibilities

• Customer engagement: handle inbound inquiries with empathy.
• Problem resolution: resolve complaints and escalate when needed.
• Maintain deep knowledge of services to educate members.
• Meet performance metrics: QA scores, satisfaction, AHT, schedules.
• Adapt to varying personalities and changing procedures.
• Accurate data recording in CRM and AI tools.
• Identify trends and suggest process improvements.
• Collaborate with AI tools to personalize interactions.
• Communicate with team members and management.
• Attend training programs and comply with policies.
• Perform additional duties as assigned.

Skills

Empathy

CRM Tools

Communication

Problem-solving

Teamwork

Education

High school diploma, GED, or equivalent

Tools

CRM systems

AI tools

Job description

Overview

VytlOne (formerly MaxorPlus) is currently seeking highly motivated and empathetic Member Advocates to join our dynamic, growing operations team. As the voice of our brand, this role handles complex customer inquiries that require a human touch, leveraging system and tools to provide efficient and personalized solutions. The ideal candidate thrives in a fast-paced environment, has strong critical thinking skills, and is passionate about turning challenging interactions into positive brand-building opportunities.

The Member Advocate is responsible for establishing and maintaining relationships with members on behalf of the company by taking personal and complete responsibility for each member-related contact and by ensuring that all member and client requirements are completely met. As a Member Advocate, you are the primary internal representative of our organization; you must convey to the caller (member, pharmacy, provider, client or other) a sense of expertise in our services.

Position Location

This is a remote-based position within the Continental US.

Who We Are

VytlOneis the nation’s only independent, fully integrated total pharmacy solutions partner. We lead with integrity, offering mission-driven hospitals, health systems, health centers, and employer partners a smarter way to unlock revenue, growth, and better outcomes. Our innovative model combines customized pharmacy management, 340B program expertise, specialty pharmacy, and PBA/PBM solutions—deliveringexcellencethrough tailored strategies and collaborative partnerships. At VytlOne, we’re not just transforming pharmacy—we’re making apurposeful impacton the communities we serve.

Why Choose a Career at VytlOne?

AtVytlOne, ourpurposeis at the heart of everything we do. People join us not just for a job, but to be part of something bigger—where their work truly matters. We foster a culture ofauthenticity, where you’re encouraged to be yourself and a place to grow, collaborate and make an real difference. With over 1,600 passionate professionals across nearly every U.S. state, we operate asOne Team, united by a bold mission and a spirit of innovation. Here, you’ll find a place where your ideas are heard, your contributions are valued, and your career can thrive.

VytlOne Voted Top Places to 5 years in a row.... 2021, 2022, 2023, 2024 and 2025!

Responsibilities

• Customer engagement:Field complex inbound inquiries, emails, and chat messages with professionalism and empathy.
• Problem resolution:Efficiently and creatively resolve customer complaints, escalating complex issues to the appropriate channels when necessary.
• Job Knowledge: Maintain deep job and service knowledge to confidently and accurately educate and serve members according to VytlOne standards.
• Performance management:Meet or exceed key performance metrics to include, but not limited to:
  • QA Scores
  • Member Satisfaction Survey Scores
  • Average Handle Time (AHT)
  • Schedule Adherence
  • Attendance Standards
• Adaptability:Remain flexible and composed while navigating different member personalities, unpredictable call volumes, and changing procedures.
• Data management:Maintain meticulous and accurate records of customer interactions within the CRM and AI tools, contributing valuable data for process improvement.
• Process improvement:Proactively identify trends in customer feedback and issues, providing insights to management to streamline processes and enhance the member experience.
• AI collaboration:Partner with AI-powered tools (e.g., AI copilots, knowledge bases) to access real-time information, generate call summaries, and personalize member interactions.
• Communication: Maintain an open line of communication with all team members, including Member Services Management, and Lead Member Advocate.
• Ongoing Training: Attend and participate in programs and meetings required by VytlOne and/or Member Services Department.
• Compliance:
  • Promptly report any allegations of impropriety to the Compliance Department.
  • Comply with VytlOne’s Ethical Business Conduct policy and VytlOne’s Compliance Program.
  • Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.
• Perform other job-related duties as assigned.

Qualifications

Education:

• High school diploma, GED, or equivalent

Experience:

• Required: 2+ years Pharmacy or Health Care customer service experience.
• Preferred: Experience with PBM Contact Center, Chat Support, AI and CRM technologies.

Knowledge, Skills, and Abilities:

• Empathy and emotional intelligence: Strong interpersonal skills to build rapport, actively listen, and tailor service to member emotions and intent.
• Communication skills: Excellent verbal and written communication skills, with a professional, collaborative, and friendly demeanor.
• Problem-solving aptitude: A proactive and efficient problem-solver who can think through complex situations and offer creative, effective solutions.
• Coachable mindset: Must be open to receiving feedback on performance which will be provided by the quality team, team leads, supervisors, manager and VP.
• Technical competency: Proficiency with computers and the ability to navigate multiple systems simultaneously, including CRM, AI tools and Contact Center software.
• Resilience: The ability to manage stress and stay composed, especially in challenging situations.
• Reliability: Punctuality and dependable attendance are essential to meet operational needs.
• Adaptability: Ability to learn new skills, tasks, and technology.
• Team Oriented: Strong ability to integrate into a team environment, collaborate with diverse work styles, and positively contribute to organizational culture.
• AI proficiency: A tech-forward mindset and the ability to leverage AI-powered platforms and digital tools to enhance efficiency.

WORK SCHEDULE:

• Scheduling flexibility is a requirement; may be required to work rotating shifts, including Holidays, weekends, and nights. Some overtime may be required.

REMOTE WORK REQUIREMENTS

• A reliable, high-speed internet connection (preferably wired), a dedicated, distraction free workspace, and proficiency with remote communication tools are essential.
• Tech setup: You will be provided with all the tools needed to perform your role, including dual monitors, laptop, and headset.

This position offers an hourly rate ranging from $17-$23/hour, based on experience and qualifications.

WE OFFER

AtVytlOnewe offer a diverse and inclusive work culture that supports a flexible work model in a collaborative, innovative team-oriented environment. You’ll work with a mission-driven organization focused on improving healthcare outcomes.

Enjoy competitive compensation, a comprehensive health benefits package, and a supportive team environment including:

• Comprehensive mental health and wellbeing resources
• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
• Company-paid basic life/AD&D, short-term and long-term disability insurance
• Rx, dental, vision, other voluntary benefits, and FSA
• Employer-matched 401k Plan
• Industry-leading PTO plan
• And more!

Join us and help build the future of pharmacy care – better outcomes, stronger margins, and healthier communities.

FOR MORE INFORMATION:

VytlOne WebsiteVytlOne LinkedIn

VytlOne (formerly Maxor) is an EOE, including disability/vets