Member Support Specialist (Phone, Chat, Email)

SmithRx • Lehi, UT

5d • Onsite

About The Position

SmithRx is seeking a dedicated Member Support Specialist to provide exceptional customer support to members and help ensure access to pharmacy care. The role is part of the call center team and requires a compassionate, patient-centric approach, strong communication and follow-through, and accurate data entry in a fast-paced environment. The position requires nine weeks of onsite training and nesting at the Lehi, Utah 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, the employee transitions to assigned shift hours. The schedule is Monday through Friday, with rotating weekend and holiday shifts. 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 local to the Lehi, Utah office and able to work onsite.
• Proficiency with Windows, MS 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 a pharmacy.
• Prior experience resolving complex issues within a call center environment.

Responsibilities

• Answer inbound calls and make outbound calls with members, physicians, and pharmacies while delivering 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 one-call resolution by developing expertise in the Pharmacy Benefits Management industry.
• Respond to member requests with a patient-centric mindset and a strong sense of urgency.
• Handle 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.
• 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.

What This Job Offers

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