Member Support Specialist

About Smith Rx

Smith Rx 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, Smith Rx has a solution that is resonating with clients all across the country.

We pride ourselves on a mission-driven and collaborative culture that inspires our employees to do their best work and transform the U.S healthcare system.

Smith Rx is looking for a highly motivated Multichannel Member Support Specialist who delivers world-class customer service experiences while managing various channels of member support, including phone calls, chat, email, and text. The ideal candidate has extensive experience supporting multiple member interactions simultaneously and will ensure members receive the best service possible regarding their pharmacy benefits.

• Answer and support member interactions ranging from inbound/outbound calls, online chat, email, and text messaging with members, physicians, and pharmacies while delivering a world-class member experience.
• Manage simultaneous interactions across online chat and text messaging.
• Follow up, resolve, and document issues related to member interactions. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Deliver world-class support experiences by becoming an expert in the Pharmacy Benefits Management industry.
• Demonstrate a patient-centric mindset with a high sense of urgency to resolve member requests.
• Handle highly sensitive information in compliance with Personal Protected Information (PPI) and HIPAA.
• Navigate complex triage pathways to identify the correct pathway to resolve customer issues.

• Must be located locally as the role is hybrid onsite and remote
• Requires 100% attendance during training period
• HS Diploma, GED or equivalent
• 2+ years experience in a call center
• 2+ years experience with online chat interactions
• Proficiency in Mac and Google Suite
• Active listening, strong verbal and written communication with empathy
• Ability to multitask
• 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
• Experience resolving complex issues within a call center environment is preferred

• Competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance;
  Smith Rx pays up to 90% for you and your family
• Fully paid Life insurance and Disability benefits
• 3 weeks PTO
• 401(k) Retirement Savings Program
• Flexible Spending Benefits
• Paid Parental Leave
• Professional development, training and career growth opportunities
• Well-stocked kitchen
• Weekends and holidays on a rotational basis