Multichannel Member Support Specialist

Responsibilities

• 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).

Requirements

• 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.
• Passion for helping people.

Nice-to-Haves

• 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.

Compensation & Benefits

• 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.
• 12 Paid 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 $21.50—$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).