Multichannel Member Support Specialist

SmithRx•Lehi, UT

6d•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 & 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
Monday through Friday schedule with performance-based work from home model
Weekends and holidays are on a rotational basis