Member Care Advocate

EmpiRx Health, LLC•Orlando, FL

4h•Onsite

About The Position

EmpiRx Health [https://www.empirxhealth.com/] is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Leveraging our newly launched, AI-powered pharmacy care platform, Clinically [https://clinically.co/]™, EmpiRx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years. Who We're Looking For: EmpiRx Health is in unprecedented growth, and we're seeking a highly skilled and experienced Member Care Advocate. In this critical role, you will ensure proactive oversight on all issues for members assigned to them by utilizing RxCurve360 system for case management. You will also ensure escalations are taken care of within a timely manner to provide best class service to assigned members. If you are a highly motivated Member Care Advocate with a strong background in a PBM, health plan or call center of medication therapy management (MTM) programs, and you are passionate about making a meaningful impact in the healthcare industry, we encourage you to apply.

Requirements

Certified Pharmacy Technician (CPhT)
2 years of experience working for a PBM, health plan or call center of medication therapy management (MTM) program; or 4 years of experience in a hospital or retail environment.
Experience with Microsoft Office
Strong customer service orientation and commitment to delivering concierge-level service.
Ability to work in a fast-paced environment.
Excellent written and oral communication skills (Outlook skills preferred)
Excellent time management skills and ability to meet tight deadlines.

Nice To Haves

4-year college degree (preferred)

Responsibilities

Serve as an effective advocate for members of assigned clients (approximately 30,000 lives) and provide extra hand holding for identified (flagged) members.
Serve as an effective liaison between members, and pharmacies, prescribers, and vendors (primarily via phone and email)
Follow defined practices to deliver best-in-class concierge service to EmpiRx members.
Complete assigned cases in RxCurve360 in timely manner
Engage with prescriber and members in accordance with call requirements to meet our KPI standards (approximately 40 calls daily per month)
Resolve member escalations in a courteous and professional manner, following defined practices and within targeted 24–48-hour turnaround time.
Ensure that all email communications are attended to/handled in a timely manner.
Perform under the supervision of the assigned Clinical Account Executive
Ensure that practices, processes, and procedures are continually followed to always deliver a best-in-class concierge experience for members.
Ensure Specialty Cost Containment vendor collaboration and member cases are monitored and addressed.
Assist with ad-hoc projects that involve member concierge services.
Effectively collaborate with internal departments to ensure members are taken care of, as necessary
Handle requests from Clinical Account Executives (e.g., provider and pharmacy calls)
Handle client or member requests from Client Management (e.g., calls to providers, members, pharmacies)
Collaborate with external vendors
Partner with fellow MCA’s, covering duties when needed (e.g., holidays, weekend, and vacations)