Smithrx8d ago

Multichannel Member Support Specialist

United States·Lehi,Planomid

OtherMember Support Specialist

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Quick Summary

Key Responsibilities

Answer and support member interactions; ranging from but not limited to inbound & outbound calls, online chat, email, and text messaging to and from members,

Technical Tools

OtherMember Support Specialist

What We Offer

~1 min read

SmithRx is looking for a highly motivated member support team member who specializes in delivering world class customer service experiences while managing various channels of customer support: phone calls, chat, email, etc. The ideal candidate has extensive experience supporting multiple member interactions simultaneously. As a Multichannel Member Support Specialist, you will be instrumental in ensuring that members receive the best service possible regarding their pharmacy benefits.

Responsibilities

~1 min read

→Answer and support member interactions; ranging from but not limited to inbound & outbound calls, online chat, email, and text messaging to and from members, physicians and pharmacies while delivering a world class member experience.
→Manage simultaneous interactions specific to online chat and text messaging
→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 world-class support experiences 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).
→Work through complex triage pathways and identify the correct pathway to resolve customer issues.

Responsibilities

~1 min read

→Must be located locally as the role is a hybrid of onsite and remote
→Requires 100% attendance during training period
→HS Diploma, GED or equivalent
→2+ years experience working within call center required
→2+ years experience working with online chat interactions required
→Proficiency in Mac, and Google Suite required
→Active listening, conversational speaking skills, with a high degree of empathy
→Ability to multitask
→Excellent verbal and written communication skills
→Passion for helping people
→Prior experience with Salesforce Service Cloud, Talkdesk or other CRM tools is preferred
→Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy is preferred
→Prior experience resolving complex issues within a call center environment is preferred

Highly competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance. SmithRx pays up to 90% for you and your family.
Fully paid Life insurance and Disability benefits
3 weeks PTO
401(k) Retirement Savings Program
Flexible Spending Benefits
Generous Paid Parental Leave benefits
Professional development, training and career growth opportunities
Well-stocked kitchen
Monday through Friday schedule with performance-based work from home model
Weekends and holidays are on a rotational basis