Inbound Patient Advocate - SmithRx

Who We Are:

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: Always operate with honesty and transparency so we earn the trust of our clients.
• Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
• Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought

Job Summary:

As a Patient Access Inbound Specialist,  you will advocate for patient members by guiding them through the complexities of obtaining medications efficiently and cost-effectively. You will manage inbound communications to ensure members receive timely enrollment in drug savings programs and experience world-class customer service regarding their pharmacy benefits by providing a one-call resolution.

What you will do:

• Educate patient members about their pharmacy benefits and help them source medications they need through various programs. 
• Provide support to/ assist members, providers and pharmacies via inbound phone calls, email, and other appropriate communication channels
• Handle inbound calls pertaining to enrollment in drug savings programs and resolve their inquiries.
• This role's success metrics include providing one-call resolution to members, providers, and pharmacies 
• This role will gather any missing necessary information to successfully resolve the case, with emphasis on a one-call resolution approach.
• This role requires  good understanding of  all Patient Access savings programs 
• Coordinate with members, physicians, drug manufacturers, and pharmacies to facilitate enrollment in savings programs.
• Manage every call by accurately resolving the issue, demonstrating compassion, meeting compliance requirements, and ensuring a hassle-free experience for our Members
• Provide empathetic support to patients by phone, email, and other channels
• Maintain impeccable documentation, responsiveness, timeless of response with  follow-up of each member call 
• Have a patient-centric mindset and a high sense of urgency to solve requests
• Work with sensitive information while upholding PHI and HIPAA standards.
• Stay updated on organizational processes and policies to maintain compliance and ensure service quality.
• Organize case details per required standards and keep track of multiple tasks to ensure optimal productivity in a fast paced environment.
• Achieve or exceed specific key performance indicators and meet service level expectations to maintain high-quality service standards.
• Consistently maintain quality assurance standards and strict adherence to schedule, contributing to the overall efficiency and reliability of support.
• Other Duties as assigned

What You Will Bring To SmithRx:

• Candidates must be locally based. Potential to work from home four days per week based on performance, after 60 days of onsite onboarding
  
  • Requires 100% attendance during training period

• High school diploma, GED, or equivalent
• Extensive experience in customer support roles with at least 2+ years of experience in healthcare call center environments handling inbound call is required. Outbound call experience is preferred 
• Proficiency in Windows, MS Office, G-Suite required. Salesforce experience preferred.
• Knowledge and understanding of pharmacy benefits manager (PBM) systems and processes is preferred
• Knowledge of health insurance plans and medication reimbursement processes is preferred 
• Understanding of drug savings programs and patient assistance programs is preferred
• Exceptional verbal and written communication skills.
• Demonstrated professionalism, active listening, and empathetic conversational skills.
• Ability to multitask, prioritize effectively, and manage time efficiently.
• Ability to quickly identify issues, determine the best course of action, and resourcefully find solutions to complex problems.
• Ability to learn and adapt to new technologies and processes quickly.
• Critical thinking skills with the capability to navigate through ambiguity and adapt to change.

What SmithRx Offers You: 

• Competitive pay - $23 per hour with opportunity for promotion and increased pay within first year
• 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