Seasonal Inbound Call Center Representative
About The Position
SmithRx is a rapidly growing, venture-backed Health-Tech company focused on disrupting the Pharmacy Benefit Management (PBM) sector. We aim to build a next-generation drug acquisition platform using cutting-edge technology, innovative cost-saving tools, and exceptional customer service. Since 2016, we have onboarded hundreds of thousands of members, demonstrating the effectiveness of our solution nationwide. Our culture is mission-driven and collaborative, encouraging employees to perform at their best. We are committed to transforming the U.S. healthcare system. Our core values are Integrity, Courage, and Togetherness. Exceptional customer support is vital for member satisfaction and product success, especially in healthcare where it impacts patient access to care. We are seeking dedicated individuals for our call center team to provide top-tier service to our members. The ideal candidates will have strong communication, follow-through, and data entry skills, and will thrive in a fast-paced environment. A genuine and compassionate approach to member interactions is essential. This role requires a 9-week onsite training and nesting period at our Plano office, followed by a transition to assigned shift hours. The initial 3-week training class runs from 7:00 am to 3:30 pm Mountain Time with mandatory 100% attendance. The work schedule includes Monday - Friday with rotating weekend and holiday shifts. If you are 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.
- 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
- Hybrid/work-from-home rotation is available based on performance.
- 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).
Benefits
- Competitive pay: $21.00 per hour
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
- 3 Weeks Paid Time Off
- 12 Paid Holidays
- Paid Parental Leave Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
