Member Support Specialist (Phone, Chat, Email)

SmithRx; Salt Lake City (UT); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health benefits

Paid holidays

Parental leave

401(k)

Job summary

SmithRx is seeking a Member Support Specialist to join our Lehi, UT team. You will handle calls, chats, and emails from members, physicians, and pharmacies, delivering exceptional support and accurate information on pharmacy benefits.

Ideal candidates have at least 1 year in a call center, strong communication, empathy, and data entry skills, with a willingness to work onsite during the training period and a hybrid option based on performance.

Qualifications

• 1+ years of experience in a call center environment.
• Proficiency in Windows, MS Office, G-Suite.
• HS Diploma or GED.

Responsibilities

• Answer inbound calls and make outbound calls to and from members, physicians, and pharmacies while delivering a world-class member experience.
• Follow-up, resolve, and document issues related to member interaction; route inquiries to the appropriate department.
• Educate members about their pharmacy benefits.
• Aim for one-call resolution by becoming an expert in Pharmacy Benefits Management.

Skills

Call center experience

Windows

MS Office

G-Suite

Active listening

Empathy

Communication

Education

HS Diploma or GED

Tools

Salesforce Service Cloud

Talkdesk

Job description

Member Support Specialist (Phone, Chat, Email)

Lehi, UT

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

At SmithRx, we recognize that exceptional customer support is essential for both member satisfaction and product success. In healthcare, this is especially crucial, as it directly impacts patient access to care. We're seeking dedicated individuals to join our call center team, providing top-tier service to our members.

Ideal candidates possess strong communication, follow-through, and data entry skills, thriving in a fast-paced environment. A genuine, compassionate approach to member interactions is key.

This position requires a 9-week onsite training and nesting period at our Lehi office, which is crucial for success in the role. The initial 3-week training class runs from 8:00 am to 4:30 pm Mountain Time and requires 100% attendance. Following training, you'll transition to your assigned shift hours. The work schedule is held Monday - Friday with rotating weekend and holiday shifts.

What will you do:

• Answer inbound calls and make outbound phone calls to and from members, physicians, and pharmacies while delivering a world-class member experience.
• Follow-up, resolve, and document issues related to the member interaction. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Deliver a one-call resolution to our members by becoming an expert in the Pharmacy Benefits Management industry.
• Demonstrate a patient-centric mindset and a high sense of urgency to solve member requests.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA).

What will you bring to SmithRx:

• 1+ years of experience working in a call center environment required
• Must be located local to our Lehi, UT office as this role requires working onsite. Hybrid/work-from-home rotation is available based on performance.
• Proficiency in Windows, MS Office, G-Suite required
• HS Diploma or GED
• Active listening, and conversational speaking skills, with a high degree of empathy
• Ability to multitask
• Excellent verbal and written communication skills
• Prior experience with Salesforce Service Cloud, Talkdesk, or other CRM tools is preferred
• Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy is preferred
• Prior experience resolving complex issues within a call center environment is preferred

What SmithRx Offers You:

• Competitive pay: $22.00 per hour
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
• Paid Company Holidays
• Paid Parental Leave Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

Lehi, UT Pay Range

$22 - $22 USD

• Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
• Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).