Pharmacy Guide

Location: Northern

** Job Description
***** A bit about this role:
*** 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.  
*** Responsibilities and impact will include:
**** 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.
*** Required skills and experience:**
* * 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.
*** Desired skills and experience:**
* * 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.
** Operational Hours & Scheduling Schedules are finalized during the offer process. Shifts are 8.5 hours (including a 30-minute unpaid lunch break) within the coverage windows below.*
* ** Shifts you could land in would be:**
* ** Tuesday through Saturday 9 AM to 8:30 pm ET**
* ** Sunday through Thursday 9 AM to 8:30 pm ET*
* ***…