Multichannel Member Support Specialist (Chat & Phone Agent) at SmithRx

Lehi, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

22.0

Posted On

15 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Multitasking, Active Listening, Empathy, Verbal Communication, Written Communication, Online Chat, Call Center Experience, Pharmacy Benefits, Salesforce Service Cloud, Talkdesk, Google Suite, Problem Solving, Patient Centric Mindset, HIPAA Compliance, Documentation

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 for 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 of: Do the right thing. Especially when it’s hard. Embrace the challenge. Build bridges and lift up your colleagues. Job Summary: SmithRx is looking for a highly motivated member support team member who specializes in delivering world class customer service experiences while managing various channels of customer support: phone calls, chat, email, etc. The ideal candidate has extensive experience supporting multiple member interactions simultaneously. As a Multichannel Member Support Specialist, you will be instrumental in ensuring that members receive the best service possible regarding their pharmacy benefits. We are currently hiring for the following shifts within our call center operations: 6am to 2:30pm MT Mon, Tu, Wed, Fri, Sat (Thursday and Sunday off) 8am to 4:30pm MT Mon, Tu, Th, Fri, Sat (Wednesday and Sunday off) 10:30am to 7pm MT Mon, Tu, Wed, Fri, Sat (Thursday and Sunday off) 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. What you will do: Answer and support member interactions; ranging from but not limited to inbound & outbound calls, online chat, email, and text messaging to and from members, physicians and pharmacies while delivering a world class member experience. Manage simultaneous interactions specific to online chat and text messaging 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 world-class support experiences 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). Work through complex triage pathways and identify the correct pathway to resolve customer issues. What you will bring: 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 Requires 100% attendance during training period HS Diploma, GED or equivalent 2+ years experience working within call center required 2+ years experience working with online chat interactions required Proficiency in Mac, and Google Suite required Active listening, 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: $22.00 per hour Highly competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance. SmithRx 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 Generous Paid Parental Leave benefits Professional development, training and career growth opportunities Well-stocked kitchen Monday through Friday schedule with performance-based work from home model Weekends and holidays are on a rotational basis

Responsibilities

The Multichannel Member Support Specialist will manage member interactions through various channels, ensuring a world-class customer service experience. Responsibilities include answering calls, chats, and emails, resolving issues, and educating members about their pharmacy benefits.