Member Support Specialist (Phone, Chat, Email)

At SmithRx, we recognize that exceptional customer support is essential for both member satisfaction and product success. In healthcare, this is especially crucial, as it directly impacts patient access to care. We're seeking dedicated individuals to join our call center team, providing top-tier service to our members.

Ideal candidates possess strong communication, follow-through, and data entry skills, thriving in a fast-paced environment. A genuine, compassionate approach to member interactions is key.

This position requires a 9-week onsite training and nesting period at our Lehi office, which is crucial for success in the role. The initial 3-week training class runs from 8:00 am to 4:30 pm Mountain Time and requires 100% attendance. Following training, you'll transition to your assigned shift hours. The work schedule is held Monday - Friday with rotating weekend and holiday shifts.

If you're passionate about delivering exceptional service and making a difference in healthcare, we encourage you to apply!

What will you do:

Answer inbound calls and make outbound phone calls to and from members, physicians, and pharmacies while delivering a world-class member experience.

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 a one-call resolution 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).

What will you bring to SmithRx:

1+ years of experience working in a call center environment required

Must be located local to our Lehi, UT office as this role requires working onsite. Hybrid/work-from-home rotation is available based on performance.

Proficiency in Windows, MS Office, G-Suite required

HS 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

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

What SmithRx Offers You:

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

Lehi, UT Pay Range

$22—$22 USD