Pharmacy Guide

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.

• 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

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

Salary: $22.00 - $25.00 / hour. The pay range listed for this position is the range the organization reasonably and in good faith expects to…