Member Care Advocate (CPhT)

About the role

EmpiRx Health is the leading clinically‑driven pharmacy benefits management company. As the pioneer in value‑based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. The company emphasizes member care, focusing on health outcomes first, and leverages its AI‑powered pharmacy care platform, Clinically™, to deliver high‑quality pharmacy care that reduces prescription drug spending while keeping members healthy, happy, and productive.

The Member Care Advocate plays a critical role in delivering concierge‑level service to 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, supporting population health initiatives and contributing 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

Mandatory:

• Pharmacy Technician Certification (CPhT).
• Minimum 2 years of experience in a PBM, health plan, or MTM call‑center environment or 4 years in a hospital/retail pharmacy setting.
• Strong proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Strong time‑management ability and capacity 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.

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

On‑site work, 5 days per week.