Member Care Advocate - PBM Member Support

EmpiRx Health, LLC.; Orlando (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid Time Off

401(k)

Health Insurance (Dental & Vision)

Health Savings Account

Employee Assistance Program

Job summary

EmpiRx Health, LLC is seeking a dedicated Member Care Advocate to provide proactive member support onsite in Orlando. This role focuses on case management, coordination with pharmacies and prescribers, and delivering concierge-level service to assigned members.

You will work under the supervision of a Clinical Account Executive, use population health tools, adhere to KPIs, and collaborate across departments to ensure timely, accurate care.

Qualifications

• Minimum 2 years of experience working for a PBM, health plan or call center of MTM program; or 4 years in a hospital or retail environment.
• Availability to work 5 days per week onsite.
• Proficient in Microsoft Office Suite.
• Strong customer service orientation and commitment to delivering concierge-level service.
• Ability to work in a fast-paced environment.
• Excellent time management skills with the ability to meet tight deadlines.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as an effective advocate for the client’s member population by providing high quality, thorough, and consistent service to identified members.
• Serve as an effective administrative liaison between members, pharmacies, and/or prescribers.
• Follow applicable laws, regulations, and defined internal processes to deliver exceptional service to EmpiRx members.
• Complete assigned cases in the population health management system in a timely manner.
• Administratively communicate with prescribers and members in accordance with EmpiRx Health’s call requirements to meet KPI standards.
• Resolve member escalations in a courteous and professional manner, including following defined practices and within a targeted turnaround time.
• Ensure that all email communications are attended to/handled in a timely and professional manner.
• Respond to member inquiries/requests under the supervision of the assigned Clinical Account Executive.
• Ensure that practices, processes, and procedures are continually followed to always deliver a best-in-class experience for members.
• Assist with general projects that involve member concierge services under the direct supervision of a licensed pharmacist.
• Effectively collaborate with EmpiRx Health internal departments to ensure members receive superior care that is professional, accurate, and timely.
• Administratively respond to requests from Clinical Account Executives and the Client Management team (e.g., provider and pharmacy calls).
• Effectively communicate and interact with all other EmpiRx Health departments, fostering teamwork and unity.
• Perform other duties as assigned.

Skills

Customer service

Time management

Verbal communication

Written communication

Education

National certification (NHA or PTCB)

Tools

Microsoft Office

Job description

EmpiRx Health, LLC is seeking a dedicated Member Care Advocate to provide proactive member support onsite in Orlando. This role focuses on case management, coordination with pharmacies and prescribers, and delivering concierge-level service to assigned members.

You will work under the supervision of a Clinical Account Executive, use population health tools, adhere to KPIs, and collaborate across departments to ensure timely, accurate care.