Seasonal Inbound Call Center Representative

SmithRx; Salt Lake City (UT); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Wellness benefits

3 Weeks Paid Time Off

Paid company holidays

Paid parental leave

Flexible spending benefits

401(k) retirement savings program

Short-term and long-term disability

Wellness programs

Commuter benefits

Employee assistance program (EAP)

Well-stocked kitchen in office

Job summary

SmithRx is seeking a dedicated call center specialist to support members with pharmacy benefits. The role emphasizes clear communication, empathy, and accurate data entry in a fast-paced environment.

You will join a team delivering world-class member experiences from our Lehi office after a 9-week onsite training; shifts are Monday–Friday with some weekend/holiday rotations. Hybrid options are based on performance and business needs.

Qualifications

• 1+ years of experience working in a call center environment is required.
• Must be located local to Lehi, UT office as this role requires onsite work. Hybrid rotation available based on performance.
• Proficiency in Windows, MS Office, and G-Suite required.
• HS Diploma or GED required.
• Strong active listening and empathy in member interactions.
• Ability to multitask effectively.
• Excellent verbal and written communication skills.
• Passion for helping people.
• Prior CRM experience (Salesforce Service Cloud, Talkdesk or similar) is preferred.
• Experience with benefits, insurance, or pharmacy is preferred.

Responsibilities

• Answer inbound calls and make outbound calls to members, physicians, and pharmacies.
• Follow up, resolve, and document issues; route inquiries to the appropriate department.
• Educate members about pharmacy benefits.
• Aim for one-call resolution by becoming an expert in Pharmacy Benefits Management.
• Demonstrate patient-centric focus and urgency in solving requests.
• Handle sensitive information in compliance with HIPAA.

Skills

Call center experience

Onsite availability

Windows/MS Office/G-Suite

Active listening

Multitasking

Verbal & written communication

Empathy

CRM tools experience

Benefits/pharmacy knowledge

Customer service mindset

Education

HS Diploma or GED

Tools

Salesforce Service Cloud

Talkdesk

CRM tools

Job description

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 7:00 am to 3:30 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
• Passion for helping people
• 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
• 3 Weeks Paid Time Off
• Paid Company Holidays
• Paid Parental Leave Benefits
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Wellness Benefits
• Commuter Benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

Lehi, UT Pay Range: $21 USD - $21 USD

Compensation & Benefits

• 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.