Member Support Specialist

SmithRx • Lehi, UT

2d • Hybrid

About The Position

SmithRx is looking for a highly motivated member support team member who specializes in delivering world class customer service experiences while managing various channels of customer support: phone calls, chat, email, etc. The ideal candidate has extensive experience supporting multiple member interactions simultaneously. As a Multichannel Member Support Specialist, you will be instrumental in ensuring that members receive the best service possible regarding their pharmacy benefits.

Requirements

• Must be located locally as the role is a hybrid of onsite and remote
• Requires 100% attendance during training period
• HS Diploma, GED or equivalent
• 2+ years experience working within call center required
• 2+ years experience working with online chat interactions required
• Proficiency in Mac, and Google Suite required
• Active listening, 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 and support member interactions; ranging from but not limited to inbound & outbound calls, online chat, email, and text messaging to and from members, physicians and pharmacies while delivering a world class member experience.
• Manage simultaneous interactions specific to online chat and text messaging
• 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 world-class support experiences 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 and Accountability Act (HIPAA).
• Work through complex triage pathways and identify the correct pathway to resolve customer issues.

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance. SmithRx pays up to 90% for you and your family.
• Fully paid Life insurance and Disability benefits
• 3 weeks PTO
• 401(k) Retirement Savings Program
• Flexible Spending Benefits
• Generous Paid Parental Leave benefits
• Professional development, training and career growth opportunities
• Well-stocked kitchen

What This Job Offers

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