Pharmacy Guide

Our Pharmacy Guide team helps members overcome barriers to staying on their medications and accessing the care and support they need.

This is a
fast-paced, high-volume member outreach role
, with most of the day spent on outbound phone calls via an autodialer. You'll build trust quickly, understand what's behind a member's needs or hesitation, solve problems, and connect members to pharmacy, financial assistance, and care support programs.

Successful Pharmacy Guides are
empathetic, curious, persuasive without being pushy, and strong problem solvers
. They don't rely solely on scripts-they listen closely, adapt their approach to each member, and are comfortable working toward measurable performance goals in an evolving environment.

• Manage high-volume outbound phone calls via an autodialer to engage members in medication adherence and health support programs
• Build trust quickly by asking thoughtful questions and identifying underlying barriers to care.
• Use active listening and personalized communication to work through member hesitation and respectfully influence members toward actions that may improve their health
  .
• Enroll eligible members in pharmacy, financial assistance, medication adherence, and care support programs.
• Investigate member issues, identify root causes, and use sound judgment when the solution isn't immediately obvious.
• Coordinate with providers, pharmacies, and internal clinical teams to resolve member needs and support continuity of care.
• Utilize internal systems, AI-assisted tools, and knowledge resources to research questions and provide accurate information.
• Document interactions accurately, manage follow-up responsibilities, and take ownership of member needs through resolution.
• Adapt quickly to changing tools, workflows, and priorities and apply coaching to continuously improve your performance.

• 2+ years of experience in a high-volume member-, patient-, or customer-facing role involving outreach, engagement, enrollment, retention, behavior change, or consultative problem solving
• Demonstrated ability to influence decisions through active listening, curiosity, personalized communication, and thoughtful objection handling.
• Strong verbal and written communication skills with the ability to listen carefully, answer directly, guide conversations efficiently, and explain complex information clearly and compassionately
  .
• Strong problem-solving and judgment, including the ability to investigate issues and determine appropriate next steps when the answer isn't immediately obvious.
• Demonstrated ownership, accountability, and ability to follow through on commitments.
• Demonstrated coachability and ability to apply feedback to improve performance.
• Comfortable spending most of the day conducting outbound calls, including conversations with members who may be hesitant or initially uninterested.
• Comfortable working toward individual performance expectations in a fast-paced, metrics-driven environment.

• Healthcare, pharmacy, Medicare Advantage, medication adherence, patient/member engagement, care coordination, healthcare enrollment or retention, patient advocacy, or contact center experience.
• Experience working remotely and independently.

• Tuesday through Saturday 9 AM to 8:30 pm ET
• Sunday through Thursday 9 AM to 8:30 pm ET

$22.00 - $25.00 / hour

The pay range listed for this position is the range the organization reasonably and in good faith expects to…