Inbound Call Center Representative

SmithRx•Lehi, UT

1d•$21•Onsite

About The Position

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting-edge technology, innovative cost-saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country. We pride ourselves on our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values: Integrity: Do the right thing. Especially when it’s hard. Courage: Embrace the challenge. Together: Build bridges and lift up your colleagues. 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 Lehi 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 Lehi, Utah 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).

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