Seasonal Inbound Call Center Representative

SmithRx • Lehi, UT

7d • Onsite

About The Position

SmithRx is seeking dedicated individuals to provide exceptional customer support to members and help improve access to healthcare. This role serves members, physicians, and pharmacies through inbound and outbound calls, with a focus on compassionate, patient-centered service, accurate documentation, and resolving requests efficiently. The position involves handling sensitive personal and health information in accordance with PPI and HIPAA requirements.

The role requires a nine-week onsite training and nesting period at the Lehi, Utah office. The initial three-week training class runs from 7:00 a.m. to 3:30 p.m. Mountain Time and requires full attendance; after training, employees move to their assigned shift hours. The schedule is Monday through Friday, with rotating weekend and holiday shifts. A hybrid or work-from-home rotation may be available based on performance.

Requirements

• At least 1 year of experience working in a call center environment.
• Must be located near the Lehi, Utah office and able to work onsite.
• Proficiency with Windows, MS Office, and G-Suite.
• High school diploma or GED.
• 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.

Nice To Haves

• Prior experience with Salesforce Service Cloud, Talkdesk, or other CRM tools.
• Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or a pharmacy.
• Prior experience resolving complex issues in a call center environment.

Responsibilities

• Answer inbound calls and make outbound calls to and from members, physicians, and pharmacies while delivering a high-quality member experience.
• Follow up on, resolve, and document issues related to member interactions.
• Route inquiries requiring further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Resolve member requests during the initial call by developing expertise in Pharmacy Benefit Management.
• Demonstrate a patient-centric mindset and urgency when addressing member requests.
• Handle sensitive information while maintaining Personal Protected Information (PPI) and HIPAA requirements.

Benefits

• Medical, pharmacy, dental, vision, and life and AD&D insurance.
• Three weeks of paid time off.
• Paid company holidays.
• Paid parental leave.
• 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.
• The role may be eligible for bonuses, commissions, or equity.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED