Multichannel Member Support Specialist

SmithRx•Lehi, UT

6d•$22•Onsite

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 local to our Lehi, Utah office as this role requires working onsite. Hybrid/work-from-home rotation is available based on performance
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 & Accountability Act (HIPAA).
Work through complex triage pathways and identify the correct pathway to resolve customer issues.

Benefits

Competitive pay: $22.00 per hour
Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
3 Weeks Paid Time Off
Paid Company 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