Inbound Call Center Representative

SmithRx • Lehi, UT

6d • Hybrid

About The Position

SmithRx is seeking a dedicated Inbound Call Center Representative to provide exceptional support to members and help ensure access to healthcare. The role involves handling inbound and outbound communications with members, physicians, and pharmacies, resolving and documenting issues, conducting research, routing inquiries, and educating members about pharmacy benefits. Representatives are expected to provide empathetic, patient-centered service and work toward one-call resolution while 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 8:00 a.m. to 4:30 p.m. Mountain Time and requires full attendance. After training, employees transition to their assigned shift hours. The work schedule is Monday through Friday, with rotating weekend and holiday shifts. A hybrid or work-from-home rotation may be available based on performance; applicants must be local to the Lehi office.

Requirements

• At least one year of experience working in a call center environment.
• Must be located locally to the Lehi, Utah office and able to work onsite.
• Proficiency in Windows, MS Office, and G-Suite.
• High school 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.
• Attend the initial three-week training class in full; it runs from 8:00 a.m. to 4:30 p.m. Mountain Time.
• Complete a nine-week onsite training and nesting period at the Lehi office.

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 work at a pharmacy.
• Prior experience resolving complex issues within 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.
• Work toward one-call resolution by developing expertise in the Pharmacy Benefits Management industry.
• Demonstrate a patient-centric mindset and urgency in resolving member requests.
• Handle sensitive information while maintaining 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 insurance.
• 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

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED