Member Care Advocate (CPhT)

EmpiRx Health; Montvale (NJ); On-site; USD 51,000 - 64,000; Full time

Benefits offered by this job

Paid Time Off

401(k) program

Health Insurance including Dental &amp

Vision coverage

Tuition Reimbursement

Health Savings Account

Employee Assistance Program

Job summary

EmpiRx Health in Montvale, NJ is seeking a dedicated Member Care Advocate to provide concierge-level service to members and coordinate with pharmacies and prescribers. The role focuses on timely case resolution, adherence to KPIs, and proactive population health support under pharmacist supervision.

You will work onsite 8:30am-5pm five days a week, leveraging your PBM experience and strong communication skills to deliver high-quality member experiences and optimize health outcomes while

Qualifications

• Minimum 2 years in PBM/health plan or MTM call center, or 4 years in hospital/retail pharmacy.
• Strong Microsoft Office proficiency and clear communication.
• On-site work 5 days a week with 8:30am–5pm shift.

Responsibilities

• Manage assigned member cases using population health systems with timely completion.
• Coordinate care between members, pharmacies, and prescribers.
• Respond to inquiries via email and calls with professional communication.
• Support concierge-level services and member-focused projects under pharmacist supervision.
• Ensure adherence to KPIs and documentation accuracy.

Skills

Microsoft Office Suite

Excellent verbal and written comm.

Customer service orientation

Team collaboration

Education

Pharmacy Technician Certification (CPhT)

Active Pharmacy Technician license

Bachelor’s degree

Tools

Population health management system

Job description

E mpiRx 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.
E mpiRx Health places 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.

Key Responsibilities

What You’ll Do:

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
  

Education And Experience

What You Need:

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 working an 8:30am-5pm shift M-F
  

Preferred Qualifications

Bachelor’s degree

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

The expected salary range for this New Jersey position is between $50,890-$63,612 . Total earnings may also include various incentive options.Actual pay will be adjusted based on experience, education, geographic location, and other job-related factors as permitted by law. 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, Tuition Reimbursement, Health Savings Account, and an Employee Assistance Program.)

Benefits And Perks

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.