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Inbound Call Center Representative

2 months ago

Lehi, Utah, United States SmithRx Full time
Job Title: Inbound Call Center Representative

Job Summary:

SmithRx is seeking a highly skilled Inbound Call Center Representative to join our team. As a key member of our customer support team, you will be responsible for providing exceptional service to our members, resolving issues, and educating them about their pharmacy benefits.

Responsibilities:

  • 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).

Requirements:

  • 2+ years of experience working in a call center environment required
  • Must be located local to our Lehi, Utah 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, 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
  • 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

What SmithRx Offers You:

  • Competitive pay: $21.00 per hour
  • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
  • 3 Weeks Paid Time Off
  • 12 Paid 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