Member Care Advocate (CPhT)

EmpiRx Health, LLC.; Montvale (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

EmpiRx Health in Montvale, NJ is seeking a Member Care Advocate to deliver concierge-level service to members. You will oversee administrative and case management tasks, coordinating with pharmacies and prescribers to ensure timely resolution of inquiries and escalations.

Role emphasizes population health initiatives, cross-functional collaboration, and adherence to KPIs. Onsite requirement: 5 days/week in the office.

Qualifications

• Pharmacy Technician Certification (CPhT).
• Minimum 2 years in PBM/health plan or MTM call center, OR 4 years in hospital/retail pharmacy.
• Strong proficiency in Microsoft Office Suite.
• Excellent verbal and written communication; time management; customer service orientation; onsite 5 days/week.

Responsibilities

• Manage assigned member cases using population health system with timely completion.
• Coordinate care between members, pharmacies, and prescribers; resolve issues.
• Respond to member inquiries professionally and promptly.
• Handle email communications and administrative tasks per service standards.
• Support concierge-level services and projects under pharmacist supervision.
• Provide high-quality, empathetic support and meet KPI targets.

Skills

Customer service

Communication

Time management

On-site work

Education

Pharmacy Technician Certification (CPhT)

Experience requirement: PBM/health plan/call center OR hospital/retail

Tools

Microsoft Office Suite

Job description

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)

· Experience working with population health or case management systems

· Prior experience supporting clinical or pharmacy operations teams