Member Support Specialist (Phone, Chat, Email)

SmithRx • Lehi, UT

5d • Onsite

About The Position

SmithRx is seeking a dedicated Member Support Specialist to provide high-quality support to members and help improve access to healthcare. The role is part of the call center team and involves responding to member needs across phone, chat, and email while delivering a compassionate, patient-centric experience. 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, employees transition to their assigned shift hours. The work schedule is Monday through Friday, with rotating weekend and holiday shifts. The role is onsite; 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 located near the Lehi, Utah office and able to work onsite.
• Proficiency with Windows, Microsoft Office, and G-Suite.
• High school diploma or GED.
• 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.
• Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or work at a pharmacy.
• Prior experience resolving complex issues within 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 requiring further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Work toward resolving member needs in one call by developing expertise in the Pharmacy Benefits Management industry.
• Demonstrate a patient-centric mindset and urgency in addressing member requests.
• Handle highly sensitive information while protecting Personal Protected Information (PPI) and complying with HIPAA.

Benefits

• Competitive pay of $22.00 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 insurance.
• 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.
• Mental health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED