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SmithRx · 15 hours ago

Multichannel Member Support Specialist

Lehi, UT

Full-time

Hybrid

Entry, Mid Level

$22/hr - $22/hr

2+ years exp

SmithRx is a rapidly growing Health-Tech company focused on transforming the Pharmacy Benefit Management sector. They are seeking a Multichannel Member Support Specialist to deliver exceptional customer service through various channels while ensuring members receive the best support regarding their pharmacy benefits.

Health CareInformation TechnologyPharmaceutical

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

Qualification

Customer service experienceCall center experienceOnline chat proficiencySalesforce Service CloudGoogle Suite proficiencyMac proficiencyEmpathyMultitaskingPassion for helping peopleActive listeningVerbal communicationWritten communication