Member Care Navigator — Pharmacy & Case Management

EmpiRx Health, LLC.; Montvale (NJ); On-site; USD 45,000 - 65,000; Full time

Job summary

EmpiRx Health, LLC. is seeking a Member Care Advocate to deliver concierge-level service to members, coordinating with pharmacies and prescribers, and supporting population health initiatives.

This role emphasizes timely resolution of inquiries, attention to KPI-driven service standards, and cross-functional collaboration to improve health outcomes. The position requires a CPhT, 2+ years in PBM/health plan call centers (or 4+ years in hospital/retail pharmacy), and strong Microsoft Office

Qualifications

• Pharmacy Technician Certification (CPhT) is mandatory.
• 2 years of PBM/health plan/MTM call center experience or 4 years in hospital/retail pharmacy.
• Strong proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Strong time management in a fast-paced environment.
• Onsite work in New Jersey: 5 days per week.

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 email communications and administrative tasks aligned with service expectations.
• Support concierge-level services and assist with member-focused projects under pharmacist supervision.
• 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.
• 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.

Skills

Customer service

Verbal and written communication

Time management

Pharmacy knowledge

Education

Pharmacy Technician Certification (CPhT)

Tools

Microsoft Office Suite

Job description

EmpiRx Health, LLC. is seeking a Member Care Advocate to deliver concierge-level service to members, coordinating with pharmacies and prescribers, and supporting population health initiatives.

This role emphasizes timely resolution of inquiries, attention to KPI-driven service standards, and cross-functional collaboration to improve health outcomes. The position requires a CPhT, 2+ years in PBM/health plan call centers (or 4+ years in hospital/retail pharmacy), and strong Microsoft Office