Inbound Call Center Representative

SmithRx • Lehi, UT

7d • Onsite

About The Position

SmithRx is a rapidly growing, venture-backed health-tech company working to transform the Pharmacy Benefit Management (PBM) sector through technology, cost-saving tools, and customer service. The Inbound Call Center Representative provides member support, helping ensure satisfaction and access to care through compassionate, accurate, and efficient service.

The role handles inbound and outbound calls with members, physicians, and pharmacies; resolves and documents issues; routes inquiries for further investigation; and educates members about pharmacy benefits. Representatives are expected to work toward one-call resolution, maintain a patient-centric approach, and protect sensitive personal and health information in accordance with PPI and HIPAA requirements.

The position requires a nine-week onsite training and nesting period at the Lehi 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, the representative moves to assigned shift hours. The schedule is Monday through Friday, with rotating weekend and holiday shifts. The role is onsite for training and requires being local to the Lehi, Utah office; 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 local to the Lehi, Utah office; the role requires onsite work.
• Proficiency with 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; the class runs from 8:00 a.m. to 4:30 p.m. Mountain Time.

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 pharmacy work.
• 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 providing a high-quality member experience.
• Follow up on, resolve, and document issues related to member interactions.
• Route inquiries that require additional 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.
• Use a patient-centric approach and a strong sense of urgency to address member requests.
• Handle sensitive information while maintaining PPI and HIPAA protections.

Benefits

• Competitive pay of $21.00 per hour.
• Medical, pharmacy, dental, vision, and life and AD&D insurance.
• Three weeks of paid time off.
• Paid company holidays.
• Paid parental leave benefits.
• Flexible spending benefits.
• 401(k) retirement savings program.
• Short-term and long-term disability coverage.
• 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