Member Experience Specialist - Multichannel Support (Onsite)

Doist; Lehi (UT); On-site; USD 28,929 - 29,618; Full time

Benefits offered by this job

Competitive pay

Wellness benefits

PTO and holidays

Parental leave

401(k) Retirement Savings

Professional development

Job summary

SmithRx is seeking dedicated call center staff to deliver world-class member service. The role includes inbound/outbound calls, issue resolution, and educating members on pharmacy benefits. A patient-centric mindset with empathy is essential.

There is a 9-week onsite training and nesting period at our Lehi office, with shifts starting 8:00 am Central Time. Training requires 100% attendance, followed by rotated weekend and holiday shifts.

Qualifications

• 2+ years of experience in a call center environment.
• Proficiency in Windows, MS Office, and G-Suite.
• HS Diploma, GED, or equivalent.
• Excellent verbal and written communication with empathy.
• Ability to multitask and handle sensitive information.

Responsibilities

• Answer inbound calls and make outbound calls to members, physicians, and pharmacies.
• Follow-up, resolve, and document issues from member interactions.
• Route inquiries and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Aim for one-call resolution as a pharmacy benefits expert.
• Maintain HIPAA compliance and protect PII.

Skills

Call center experience

Windows

MS Office

G-Suite

Active listening

Empathy

Multitasking

Verbal communication

Written communication

Customer service

Education

HS Diploma or GED

Tools

Salesforce Service Cloud

Talkdesk

Job description

SmithRx is seeking dedicated call center staff to deliver world-class member service. The role includes inbound/outbound calls, issue resolution, and educating members on pharmacy benefits. A patient-centric mindset with empathy is essential.

There is a 9-week onsite training and nesting period at our Lehi office, with shifts starting 8:00 am Central Time. Training requires 100% attendance, followed by rotated weekend and holiday shifts.