Member Care Advocate (CPhT)

EmpiRx Health, LLC.; Orlando (FL); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Paid Time Off

401(k) program

Health Insurance including Dental &amp

Vision coverage

Health Savings Account

Employee Assistance Program

Job summary

EmpiRx Health, LLC. is seeking a Member Care Advocate to deliver concierge-level service for members, coordinate between members, pharmacies, and prescribers, and support population health initiatives. The role emphasizes high-quality member experience, timely case resolution, and KPI-driven performance.

Onsite work five days per week, collaboration with Clinical Account Executives and client management teams, and adherence to compliance standards are essential to success in this position.

Qualifications

• 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.

Responsibilities

• Manage assigned member cases using population health management system with timely completion and accuracy.
• Serve as 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 emails and administrative tasks aligned with service expectations.
• Support concierge-level services and assist with member-focused projects under pharmacist supervision.
• Provide empathetic, high-quality support to members and resolve escalations within turnaround times.
• Ensure adherence to KPIs related to call handling, case resolution, and service quality.

Skills

Verbal and written communication

Customer service

Time management

Onsite presence

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.

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:

Required Qualifications

• Minimum 2 years of experience in PBM, health plan, or MTM call center environment OR 4 years in hospital/retail p 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

Preferred Qualifications

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

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
• 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.