Seasonal Multichannel Call Center Representative

About the role

At SmithRx, we recognize that exceptional customer support is essential for both member satisfaction and product success. In healthcare, this is especially crucial, as it directly impacts patient access to care. We're seeking dedicated individuals to join our call center team, providing top-tier service to our members. Ideal candidates possess strong communication, follow-through, and data entry skills, thriving in a fast-paced environment. A genuine, compassionate approach to member interactions is key.

This position requires a 9-week onsite training and nesting period at our Plano office, which is crucial for success in the role. The initial 3-week training class runs from 7:00 am to 3:30 pm Mountain Time and requires 100% attendance. Following training, you'll transition to your assigned shift hours. The work schedule is held Monday - Friday with rotating weekend and holiday shifts.

Responsibilities

• Answer inbound calls and make outbound phone calls to and from members, physicians, and pharmacies while delivering a world-class member experience.
• Follow-up, resolve, and document issues related to the member interaction. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Deliver a one-call resolution to our members by becoming an expert in the Pharmacy Benefits Management industry.
• Demonstrate a patient-centric mindset and a high sense of urgency to solve member requests.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA).

Requirements

• 2+ years of experience working in a call center environment required.
• Must be located local to our Plano, TX office as this role requires working onsite. Hybrid/work-from-home rotation is available based on performance.
• Proficiency in Windows, MS Office, G-Suite required.
• HS Diploma, GED, or equivalent.
• Active listening and conversational speaking skills, with a high degree of empathy.
• Ability to multitask.
• Excellent verbal and written communication skills.
• Passion for helping people.

Preferred qualifications:

• Prior experience with Salesforce Service Cloud, Talkdesk, or other CRM tools.
• Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy.
• Prior experience resolving complex issues within a call center environment.

Benefits

• Competitive pay: $21.00 per hour.
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance.
• 3 Weeks Paid Time Off.
• 12 Paid Holidays.
• Paid Parental Leave Benefits.
• Flexible Spending Benefits.
• 401(k) Retirement Savings Program.
• Short-term and long-term disability.
• Wellness Benefits.
• Commuter Benefits.
• Employee Assistance Program (EAP).
• Well-stocked kitchen in office locations.
• Professional development and training opportunities.

Base Salary: The pay range for this role in Plano, TX is $21 - $21 USD per hour. Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, and 401(k).