Member Care Specialist

About the role

Are you looking for a 100% work-from-home position where you can tactfully and empathetically assist patient members in navigating and enrolling in their life-changing copay assistant programs? Do you enjoy a predictable environment where you help people, solve problems, and make every call count? Then, join the PrudentRx call center team as a Member Care Specialist, where you'll be a trusted guide for members navigating the copay territory and gracefully impacting lives every day. This role is perfect for someone who thrives in a fast-paced call center, values accuracy and compassion, and takes pride in delivering first-call resolutions. This role requires the daily utilization of interpersonal, computer, and problem-solving skills with a desire to be a team player in assisting others. In addition, you will be joining a growing company that will give you the opportunity to impact your callers and co-workers every day.

Position Details

United States – Remote
Shift availability Monday – Saturday (with one weekday off)
Shift times start as early as 11:30am EST
Accepting applicants in EST and CST time zones
Hourly/Non-Exempt
Equipment and hardware provided
Interviewing, orientation, and training are conducted virtually

Responsibilities

• Work inbound and outbound member calls, assisting with the enrollment process
• Act as a subject matter expert to provide members with clear, accurate, and up-to-date information regarding program eligibility, requirements, and other enrollment needs
• Provide members with tactful and compassionate support throughout the enrollment process (while maintaining professionalism)
• Escalate unresolved cases and pending member grievances
• Utilize the Salesforce CRM database to verify member data to complete enrollment
• Generate detailed records and notes of inquiries, comments, and interactions via CRM
• Work assigned queues and/or cases as directed by call center leadership
• Complete all necessary continued learning and training requirements per department and company need
• Other essential duties as assigned

Requirements

• High School Diploma or GED
• 1 to 2 years of recent Call Center experience in a fast-paced setting
• Professional, clear, and compassionate phone demeanor and attitude at all times
• Computer navigation skills, including multiple screens, simultaneous systems use, phone and CRM systems
• Ability to maintain a high level of confidentiality and always remain HIPAA compliant
• Excellent verbal and written communication skills for both note-taking and call purposes

Preferred Qualifications

• Experience with Salesforce or other CRM software
• Certified Pharmacy Tech (CPhT) or healthcare customer service a plus
• Bi-lingual in English/Spanish is a plus
• Work From Home Requirement (200/200 mbps) to execute all job functions
• Employee must provide a private workspace with a desk and chair, free from distraction

Physical Demands and Working Conditions

• Duties are performed primarily in a home office setting utilizing Company provided computer equipment
• While performing the duties of this job, you will regularly sit and talk
• The employee is frequently required to use their hands
• Employee will occasionally be required to stand and walk

Benefits

• Eligible for benefits within 30 days
• Health (family)
• Dental
• Vision
• STD, LTD, Critical Illness and Accident
• Company Paid Life Insurance
• Company Paid Holidays (6)
• PTO
• Tuition Reimbursement
• 401(k) 100% company match up to 4% (90 days)