Inbound Call Center Representative at SmithRx

Lehi, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Feb, 26

Salary

21.0

Posted On

09 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Data Entry, Active Listening, Conversational Speaking, Empathy, Multitasking, Verbal Communication, Written Communication, Salesforce Service Cloud, Talkdesk, CRM Tools, Benefits Knowledge, Medical Billing, Pharmacy Experience, Problem Solving, Customer Service

Industry

Hospitals and Health Care

Description

Who We Are: SmithRx 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, SmithRx has a solution that is resonating with clients all across the country. We pride ourselves on our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values: Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new. Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always. Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise. Job Summary: At SmithRx, we recognize that exceptional customer support is essential for both member satisfaction and product success. In healthcare, this is especially crucial, as it directly impacts patient access to care. We're seeking dedicated individuals to join our call center team, providing top-tier service to our members. Ideal candidates possess strong communication, follow-through, and data entry skills, thriving in a fast-paced environment. A genuine, compassionate approach to member interactions is key. Shift Details & Availability: We offer a variety of full-time schedules within our operating hours of 6:00 AM - 7:00 PM Mountain Time (MT). Schedule Structure: Saturday availability is required for nearly all schedules. You will always receive Sunday off and an additional weekday off (Wednesday or Thursday). Specific shift start times are available every 30 minutes between 6:00 AM and 10:30 AM MT. Note: Your specific 5-day schedule will be assigned upon hire and will include Saturday. While we are actively interviewing for these positions, specific shift availability may change. We cannot guarantee a particular shift will remain available at the time of your interview or offer. This position requires a 9-week onsite training and nesting period at our Lehi office, which is crucial for success in the role. The initial 3-week training class runs from 7:00 am to 3:30 pm Mountain Time and requires 100% attendance. Following training, you'll transition to your assigned shift hours. The work schedule is held Monday - Friday with rotating weekend and holiday shifts. If you're passionate about delivering exceptional service and making a difference in healthcare, we encourage you to apply! What will you do: 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). What will you bring to SmithRx: 2+ years of experience working in a call center environment required Must be located local to our Lehi, Utah 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 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 What SmithRx Offers You: 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

Responsibilities

Answer inbound and outbound calls to provide exceptional service to members, physicians, and pharmacies. Resolve and document member issues while educating them about their pharmacy benefits.