Member Care Advocate

Empirx-Health-4; Orlando (FL); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health Insurance including Dental &amp

401(k) program

Paid Time Off

Employee Assistance Program

Job summary

EmpiRx Health is seeking a dedicated Member Care Advocate to provide concierge-level support to our members and coordinate care with pharmacies and prescribers. This full-time role in Orlando requires on-site presence five days a week, with a focus on timely, accurate case resolution and excellent member experience.

You will work within population health initiatives, using our care platform to monitor cases, respond to inquiries, and collaborate with Clinical Account Executives to meet KPIs and

Qualifications

• Pharmacy Technician Certification (CPhT) is mandatory.
• 2+ years in PBM/health plan/MTM call center OR 4 years in hospital/retail pharmacy.
• Proficiency in Microsoft Office.
• Excellent verbal and written communication skills.
• Strong time management in a fast-paced environment.
• Customer service oriented with focus on member experience.
• Onsite work 5 days per week.

Responsibilities

• Manage member cases using the population health management system.
• Liaise between members, pharmacies, and prescribers to coordinate care.
• Respond to member inquiries professionally and promptly.
• Handle emails and administrative tasks aligned with service expectations.
• Support concierge-level services and member-focused projects under pharmacist supervision.
• Provide empathetic, high-quality support to members and resolve escalations.
• Ensure adherence to KPIs for call handling, case resolution, and service quality.
• Collaborate across departments to ensure coordinated care delivery.

Skills

Verbal communication

Written communication

Time management

Customer service

Education

Pharmacy Technician Certification (CPhT)

Bachelor’s degree (preferred)

Tools

Microsoft Office Suite

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Care Advocate

Full Time Orlando, FL, US

17 days ago Requisition ID: 1273

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.

We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Leveraging our newly launched, AI-powered pharmacy care platform, Clinically ™, EmpiRx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.

Position Summary

The Member Care Advocate plays a critical role in delivering high-quality, concierge-level service to EmpiRx Health members by providing administrative oversight and case management support. This role ensures timely resolution of member inquiries, escalations, and coordination between members, pharmacies, and prescribers. The position supports population health initiatives through proactive engagement and adherence to defined KPIs and service standards. By collaborating cross-functionally, the Member Care Advocate contributes to improved health outcomes, member satisfaction, and operational excellence.

What You’ll Do

Key Responsibilities

Operations

• Manage assigned member cases using the population health management system, ensuring timely completion and accuracy
• Serve as a liaison between members, pharmacies, and prescribers to coordinate care and resolve issues
• Respond to member inquiries and requests in a professional and timely manner
• Handle email communications and administrative tasks aligned with service expectations
• Support concierge-level services and assist with member-focused projects under pharmacist supervision

Member Experience & Service Delivery

• Provide high-quality, consistent, and empathetic support to members
• Resolve member escalations efficiently within defined turnaround times
• Ensure adherence to KPIs related to call handling, case resolution, and service quality
• Deliver best-in-class member experience through attention to detail and responsiveness

Compliance & Collaboration

• Follow all applicable laws, regulations, and internal processes
• Collaborate with Clinical Account Executives and Client Management teams on member-related needs
• Communicate effectively across internal departments to ensure coordinated care delivery
• Maintain documentation accuracy and compliance within systems and workflows

What You Need

Education & Experience (Mandatory)

• · Pharmacy Technician Certification (CPhT)
• · Minimum 2 years of experience in PBM, health plan, or MTM call center environment OR 4 years in hospital/retail pharmacy setting
• · Strong proficiency in Microsoft Office Suite
• · Excellent verbal and written communication skills
• · Strong time management and ability to work in a fast-paced environment
• · Customer service orientation with a focus on delivering high-quality member experience
• · Ability to work onsite 5 days per week

Experience (Preferred)

• · Bachelor’s degree
• · Active Pharmacy Technician license
• · Experience working with population health or case management systems
• · Prior experience supporting clinical or pharmacy operations teams

Work Environment: In Office-- M-F 11:00am-7pm

Subject to program eligibility, this position qualifies for a robust suite of benefits including: Paid Time Off, a 401(k) program, Health Insurance including Dental & Vision coverage, Health Savings Account, and an Employee Assistance Program.

EmpiRx Health is an Equal Opportunity Employer

At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We're on a mission to build a team as diverse as the world we serve, where everyone is welcome and celebrated. We're not just breaking down barriers; we're actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together.

Note: This job description is a general outline of responsibilities and qualifications for the role. Additional duties may be assigned, and the position may evolve to meet the organization's needs.