Multichannel Member Support Specialist Plano, TX

SmithRx; Plano (TX); On-site; USD 24,796 - 33,062; Full time

Benefits offered by this job

Competitive pay

Wellness benefits

12 Paid Holidays

Paid Parental Leave Benefits

401(k) Retirement Savings Program

Short-term and long-term disability

EAP

Well-stocked kitchen in office

Professional development and training

Job summary

SmithRx is seeking a call center specialist in Plano, TX to deliver world-class member experiences by handling inbound/outbound calls and documenting issues in our CRM. The role emphasizes empathy, active listening, and clear written and verbal communication.

Requires 2+ years in a call center, onsite in Plano, and proficiency with Windows, MS Office, and G-Suite. Training is 9 weeks onsite at our Lehi, UT office, with rotating shifts including weekends and holidays.

Qualifications

• 2+ years of experience working in a call center environment required.
• Must be located local to our Plano, TX office and onsite work required.
• Proficiency in Windows, MS Office, and G-Suite.
• HS Diploma, GED, or equivalent.
• Strong listening and empathy with excellent verbal and written communication.
• Prior CRM experience (Salesforce Service Cloud, Talkdesk) preferred.
• Experience with benefits/pharmacy or healthcare interactions preferred.

Responsibilities

• Answer inbound calls and make outbound calls to members, physicians, and pharmacies.
• Follow up, resolve, and document member issues; route inquiries to the right department.
• Educate members about pharmacy benefits and resolve requests with urgency.
• Aim for one-call resolution and maintain HIPAA-compliant handling of data.
• Maintain attention to detail while handling sensitive information.

Skills

Call center experience

Active listening

Empathy

Verbal communication

Written communication

multitask

Education

HS Diploma or GED

Tools

Salesforce Service Cloud

Talkdesk

CRM tools

Job description

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 on 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: Do the right thing. Especially when it's hard.
• Courage: Embrace the challenge.
• Together: Build bridges and lift up your colleagues.

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 Central 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:

• 2+ years of experience working in a call center environment required
• Must be located local to our Plano, TX 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, GED, or equivalent
• 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: $21.00 per hour
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
• 12 Paid 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

$21.50 - $21.50 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).

Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here .