Inbound Call Center Representative

SmithRx•Plano, TX

8d•Onsite

About The Position

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. This position requires a 9-week onsite training and nesting period at our Plano 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!

Requirements

2+ years of experience working in a call center environment required
Must be located local to our Plano, TX 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

Nice To Haves

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

Responsibilities

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).