SmithRx
Health-Tech
InboundCallCenterRepresentative
Neural analysis suggests this role is
optimal for Mid candidates.
“Inbound Call Center Representative at SmithRx. Skills: Customer service, Call center operations, Multichannel support. Answer and support member 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”
What You'll Achieve.
Ensuring that members receive the best service possible regarding their pharmacy benefits
Industry & Context.
Work through complex triage pathways and identify the correct pathway to resolve customer issues
Must be located locally as the role is a hybrid of onsite and remote, Weekends and holidays are on a rotational basis
What They're Looking For.
Must Have
2+ years experience working within call center required, 2+ years experience working with online chat interactions required, Proficiency in Mac, and Google Suite required, Requires 100% attendance during training period
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 and support member ranging from but not limited to inbound & outbound calls
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
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.
How You'll Work.
Communication Scope
Excellent verbal and written communication 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 for 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: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new. Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always. Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise. Job Summary: 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. What you will do: Answer and
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