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Healthcare Customer Care Associate

2 months ago

Lehi, Utah, United States SmithRx Full time

Client Support Representative - $19/hour

at SmithRx

About Us:

SmithRx is an innovative, rapidly expanding Health-Tech organization dedicated to transforming the Pharmacy Benefit Management (PBM) industry. Our goal is to create a state-of-the-art drug acquisition platform utilizing advanced technology, cost-effective solutions, and exceptional customer support. Since our inception, we have successfully onboarded numerous members, establishing a service that resonates with clients nationwide.

We take pride in fostering a mission-driven and collaborative environment that motivates our team to excel. We are committed to reshaping the U.S. healthcare landscape and work diligently each day to turn this vision into reality. Our core values include:

  • Acting with integrity, especially in challenging situations.
  • Welcoming challenges with enthusiasm.
  • Building connections and supporting our teammates.

Position Overview:

We recognize that a stellar customer support team is essential for ensuring customer satisfaction and delivering a top-tier product. In the healthcare sector, outstanding service is crucial, as it enables our members to receive the care they need.

Ideal candidates will possess strong communication, follow-through, and data management skills. If you thrive in a dynamic environment and are passionate about providing empathetic support to members and clients, this role is tailored for you.

Key Responsibilities:

  • Handle incoming calls and initiate outbound communications with members, healthcare providers, and pharmacies, ensuring a premium member experience.
  • Follow up on, resolve, and document member-related issues effectively. Direct inquiries requiring further analysis to the appropriate department and perform routine research as necessary.
  • Inform members about their pharmacy benefits.
  • Strive for a one-call resolution by becoming well-versed in the Pharmacy Benefits Management sector.
  • Exhibit a member-focused approach and a strong sense of urgency in addressing member requests.
  • Manage sensitive information while adhering to Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA) regulations.

Qualifications:

Required:

  • Local residency is necessary as the role requires onsite presence.
  • Must maintain full attendance during the training phase.
  • High School Diploma, GED, or equivalent.
  • Strong active listening and conversational skills, coupled with a high level of empathy.
  • Ability to manage multiple tasks simultaneously.
  • Excellent verbal and written communication abilities.
  • Genuine passion for assisting others.
  • Proficiency in Mac and Google Suite.
  • Flexibility to work varied schedules, including rotating weekends and holidays.

Preferred:

  • Experience with Salesforce Service Cloud or similar CRM platforms.
  • Familiarity with call center software.
  • Background in a call center or pharmacy setting.
  • Knowledge of employer benefits, insurance, and medical billing.
  • Experience resolving complex issues in a call center environment.

What We Offer:

  • Competitive compensation: $19 per hour.
  • Comprehensive wellness benefits, including Medical, Pharmacy, Dental, Vision, and Life insurance, with SmithRx covering up to 90% for employees and their families.
  • Three weeks of paid time off.
  • 401(k) Retirement Savings Plan.
  • Flexible Spending Benefits.
  • Generous Paid Parental Leave.
  • Opportunities for professional development, training, and career advancement.
  • A well-stocked kitchen for employee convenience.