SmithRx
Health-Tech
BilingualInboundCallCenterRepresentative
Neural analysis suggests this role is
optimal for Mid candidates.
“Bilingual Inbound Call Center Representative at SmithRx. Skills: Customer support, Communication, Problem-solving. Answer inbound calls and make outbound phone calls to and from members, physicians, and pharmacies. Follow-up, resolve, and document issues related to the member interaction”
What You'll Achieve.
Exceptional customer support; Member satisfaction; Product success; Patient access to care; World-class member experience; One-call resolution
Industry & Context.
Resolve issues; Conduct routine research; Resolve complex issues
9-week onsite training and nesting period at our Lehi office, Requires 100% attendance for the initial 3-week training class, Work schedule is held Monday - Friday with rotating weekend and holiday shifts
What They're Looking For.
Must Have
2+ years of experience working in a call center environment required, Must be located local to our Lehi, Utah office as this role requires working onsite, 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
Nice to Have
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
What You'll Do.
Answer inbound calls and make outbound phone calls to and from members
and document issues related to the member interaction
Route inquiries needing further investigation to the appropriate department
Conduct routine research as needed
Educate members about their pharmacy benefits
Deliver a one-call resolution to our members
Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA)
How You'll Work.
Team & Collaboration
Build bridges and lift up your colleagues.
Communication Scope
Excellent verbal and written communication skills; conversational speaking skills
Full Job Description
Who We Are: SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting-edge technology, innovative cost-saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country. We pride ourselves on our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values: Integrity: Do the right thing. Especially when it’s hard. Courage: Embrace the challenge. Together: Build bridges and lift up your colleagues. Job Summary: 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 Lehi 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. If you're passionate about delivering exceptional service and making a difference in healthcare, we encourage you to apply! What will you do: Answer inbound calls
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