Member Care Advocate

4 weeks ago


Orlando, Florida, United States EmpiRx Health Full time
Job Description

EmpiRx Health is a leading clinically-driven pharmacy benefits management company that prioritizes member care. As a Member Care Advocate, you will play a critical role in ensuring proactive oversight of member issues, utilizing the RxCurve360 system for case management. Your primary responsibility will be to provide exceptional service to assigned members, ensuring timely escalations and delivering best-in-class concierge service.

Key Responsibilities:
  • Advocate for members of assigned clients, providing extra support for identified members.
  • Serve as a liaison between members, pharmacies, prescribers, and vendors, primarily via phone and email.
  • Follow defined practices to deliver exceptional concierge service to EmpiRx members.
  • Complete assigned cases in RxCurve360 in a timely manner.
  • Engage with prescribers and members to meet KPI standards, making approximately 40 calls daily.
  • Resolve member escalations in a courteous and professional manner, following defined practices and within targeted turnaround time.
  • Ensure timely attention to email communications.
  • Work under the supervision of the assigned Clinical Account Executive.
  • Continuously follow practices, processes, and procedures to deliver a best-in-class concierge experience for members.
  • Collaborate with internal departments to ensure members receive excellent care.
Requirements:
  • Certified Pharmacy Technician (PTCB) preferred.
  • Availability to work 5 days onsite.
  • 2 years of experience in a PBM, health plan, or call center of medication therapy management (MTM) program, or 4 years in a hospital or retail environment.
  • Experience with Microsoft Office.
  • Strong customer service orientation and commitment to delivering exceptional service.
  • Ability to work in a fast-paced environment.
  • Excellent time management skills and ability to meet tight deadlines.
Benefits:
  • Medical, prescription, vision, dental, life, and disability insurance, with coverage for domestic partnerships.
  • A 401K match program to secure your financial future.
  • Parental leave for childbirth and adoption.
  • Student loan reimbursement.
  • Additional perks include flexible PTO, hybrid work arrangements, online wellness resources, and counseling access.


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