Pharmacy Guide

Devoted Health • Waltham, MA

1d • Remote

About The Position

Our Pharmacy Guide Team is dedicated to helping members maximize their healthcare benefits, particularly concerning medication management. This role involves connecting members to programs that support medication adherence, addressing common challenges such as confusion, high costs, delays, or difficulty maintaining treatment. As a Pharmacy Guide, you will actively listen to members to understand their needs, identify barriers, and implement solutions. This includes recommending and enrolling members in adherence programs, coordinating with healthcare providers and pharmacies, and linking members to essential financial and clinical support. The position emphasizes a holistic approach to the member's medication journey, requiring a compassionate, purposeful, and detail-oriented individual capable of navigating complex situations while prioritizing the member's well-being. Ultimately, this role is about empowering individuals to lead healthier, more confident lives.

Requirements

• Industry Expertise: 2+ years of experience in a high-volume customer-serving role with proven track record of building trust and professional relationships with customers or members
• Adaptability in High-Growth Environments: Demonstrated success navigating fast-paced, "start-up" settings; must be agile enough to pivot priorities mid-day and embrace frequent process improvements with a positive attitude.
• Member-Centric Communication: Exceptional written and verbal communication skills, characterized by high emotional intelligence, empathy, and the ability to tailor your tone to de-escalate concerns effectively.
• Technical Literacy & Resourcefulness: High comfort level navigating digital platforms and internal systems; ability to effectively leverage tools to ensure accurate, efficient, and timely service delivery.
• Analytical Problem-Solving: Proactive approach to identifying issues and analyzing options to implement practical solutions, while knowing when to escalate appropriately to maintain service standards.
• Operational Excellence & Detail Orientation: Strong organizational and time management skills with a meticulous eye for detail in documentation, ensuring all tasks adhere to established procedures.
• Accountability & Growth Mindset: A dedicated team player who takes full ownership of outcomes and actively seeks out feedback as a tool for continuous professional development.
• Operational Flexibility: Ability to work a flexible schedule based on business needs.
• For applicants applying for Bilingual in Spanish roles – You must be fluent in both English and Spanish (in both written and oral communication)

Nice To Haves

• 1+ years experience in healthcare setting highly preferred
• Contact or Call Center experience
• Health insurance experience (Medicare Advantage a plus)
• Healthcare experience (medications, claims, and medical terminology a plus)
• Pharmacy experience preferred

Responsibilities

• Conducting outreach via telephone and SMS to educate and inform members of available programs that support medication adherence - most of your day will be on the phone with our members
• Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information.
• Scheduling medical appointments for high-risk members
• Developing a solid understanding of our benefit offerings in order to investigate and resolve member questions
• Breaking down complex health care information so it is clear to our members
• Displaying a friendly and positive attitude, great patience, and empathy to build instant rapport with our members in order to gain confidence and trust
• Documenting accurate information about member needs in our system
• Communicating frequently with team members and leadership; ensuring all follow up tasks are closed out
• Periodically supporting or being cross trained on multiple programs to help with production during peak business seasons, or as business necessitates (such as our inbound Member Service Guide team)

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees