Inbound Call Center Representative

The role

This person will answer inbound and outbound calls to members, physicians, and pharmacies. They will resolve issues, educate members about pharmacy benefits, and maintain sensitive information.

What you will do

• Answer inbound calls and make outbound phone calls to members, physicians, and pharmacies.
• Follow-up, resolve, and document issues related to member interaction.
• Route inquiries needing further investigation to the appropriate department.
• Conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Deliver a one-call resolution to members.
• Demonstrate a patient-centric mindset and a high sense of urgency.
• Work with highly sensitive information while maintaining PPI and HIPAA.

Required qualifications

• 1+ years of experience working in a call center environment
• Must be located local to our Lehi, UT office
• Proficiency in Windows, MS Office, G-Suite
• HS Diploma, GED, or equivalent
• 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 have

• Prior experience with Salesforce Service Cloud, Talkdesk, or other CRM tools
• Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy
• Prior experience resolving complex issues within a call center environment

Benefits

• 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

About the company

SmithRx is a venture-backed Health-Tech company. Their mission is to disrupt the Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform.