Member Care Advocate
EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, we put our customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. Our pharmacists and clinicians are at the center of everything we do, delivering tailored population health strategies and the highest quality pharmacy care through our AI-powered platform, Clinically™.
About the role
The Member Care Advocate plays a critical role in delivering high-quality, concierge-level service to EmpiRx Health members by providing administrative oversight and case management support. This role ensures timely resolution of member inquiries, escalations, and coordination between members, pharmacies, and prescribers. The position supports population health initiatives through proactive engagement and adherence to defined KPIs and service standards. By collaborating cross-functionally, the Member Care Advocate contributes to improved health outcomes, member satisfaction, and operational excellence.
Responsibilities
- Manage assigned member cases using the population health management system, ensuring timely completion and accuracy
- Serve as a liaison between members, pharmacies, and prescribers to coordinate care and resolve issues
- Respond to member inquiries and requests in a professional and timely manner
- Handle email communications and administrative tasks aligned with service expectations
- Support concierge-level services and assist with member-focused projects under pharmacist supervision
- Provide high-quality, consistent, and empathetic support to members
- Resolve member escalations efficiently within defined turnaround times
- Ensure adherence to KPIs related to call handling, case resolution, and service quality
- Deliver best-in-class member experience through attention to detail and responsiveness
- Follow all applicable laws, regulations, and internal processes
- Collaborate with Clinical Account Executives and Client Management teams on member-related needs
- Communicate effectively across internal departments to ensure coordinated care delivery
- Maintain documentation accuracy and compliance within systems and workflows
Requirements
- Pharmacy Technician Certification (CPhT)
- Minimum 2 years of experience in PBM, health plan, or MTM call center environment OR 4 years in hospital/retail pharmacy setting
- Strong proficiency in Microsoft Office Suite
- Excellent verbal and written communication skills
- Strong time management and ability to work in a fast-paced environment
- Customer service orientation with a focus on delivering high-quality member experience
- Ability to work onsite 5 days per week
Qualifications (Preferred)
- Bachelor’s degree
- Active Pharmacy Technician license
- Experience working with population health or case management systems
- Prior experience supporting clinical or pharmacy operations teams
Schedule
In office, Monday through Friday, 11:00 AM – 7:00 PM
Benefits
- Paid Time Off
- 401(k) program
- Health Insurance including Dental & Vision coverage
- Health Savings Account
- Employee Assistance Program