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 of:

• Do the right thing. Especially when it’s hard.
• Embrace the challenge.
• Build bridges and lift up your colleagues.

Job Summary:

Helping people is at the center of what we do at SmithRx. We are looking for a skilled candidate who can assist our members within our Member Support Team as a Bilingual Specialist. The ideal candidate writes and speaks Spanish fluently and professionally. They will also have an extensive background in customer service as a contact center representative and delivering world-class experiences. As a Bilingual 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 inbound calls and make outbound phone calls to and from members, physicians and pharmacies while delivering a world class member experience in both English and Spanish.
• 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 resolving inquires to full solution
• 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. 

What you will bring to SmithRx:

• 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 solid experience working within call center(s) in a bilingual (Spanish & English) role required
• Prior experience resolving complex issues within a call center environment is required
• Proficiency in Mac, and Google Suite required
• Active listening, conversational speaking skills, with a high degree of empathy
• Adept multitasking skills
• 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

 What SmithRx offers You:

• Competitive pay: $21.50 per hour
• 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

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:

The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with our customers’ operational leadership, communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

As an Account Manager, you will be responsible for ensuring the complete post-sale success and satisfaction of SmithRx customers. You will bring strong industry and product knowledge and serve as a trusted advisor and business partner for your client’s operational leadership. The Account Manager begins involvement with their client at implementation kick-off and is responsible for the development and maintenance of the client success plan, orchestrating the involvement of additional SmithRx teams to ensure that the client is achieving their stated business goals.

What you will do:

• Complete reporting and data requirements based on client and team needs
• Be accountable for customer satisfaction and retention of assigned client(s)
• Build trusting relationships with client operational leadership
• Maintain a comprehensive understanding of business challenges faced by customers
• Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary
• Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
• Identify product gaps by conducting business impact assessments and managing client expectations
• Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place

What you will bring to SmithRx:

• Requires 3-5 years of direct account management or relationship management experience in the healthcare space; working knowledge of commercial health insurance and pharmacy benefits strongly preferred
• A positive growth mindset with the ability to approach difficult situations in a calm and focused manner; understand the challenge and move forward tactfully towards a solution
• An obsession with customer experience and customer satisfaction
• A passion for solving difficult problems together in collaboration with the broader team
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Ability to work independently as well as part of an extended, cross-functional team
• Self-driven, results-oriented and disciplined work ethic
• Ability to take initiative with little to no direction
• Be transparent and honest in a positive, professional and polite manner
• Expert conflict resolution skills
• Highly effective communicator with a consultative and tactful approach; Ability to observe situations and scenarios  from the client or member’s point of view
• Bachelor’s degree or equivalent experience required

What SmithRx Offers You: 

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

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:

The Customer Success Team is focused on helping SmithRx’s clients derive the full value of their PBM services. We build and manage effective relationships with our customers’ operational leadership, communicating the value of our services in the context of customers’ business goals with the goal of retaining high performing, satisfied customers. We identify risks to client satisfaction proactively and collaborate across product and operational lines to tenaciously pursue solutions and advocate for our clients.

As an Account Specialist, you will be responsible for ensuring the complete post-sale success and satisfaction of SmithRx customers. You will bring strong industry and product knowledge and serve as a trusted partner to the Account Management team in support of your client’s operational leadership. The Account Coordinator begins involvement with their client at implementation kick-off and is responsible for supporting the development and maintenance of the client success plan.

What you will do:

• Act as a designated support resource for assigned Account Managers 
• Act as a part of a designated account team for specific key clients
• Responsible for working directly with clients on outstanding client and member items
• Responsible for compiling and presenting outstanding client and member items during internal and external meetings
• Complete reporting and data requirements based on client and team needs
• Responsible for troubleshooting escalated items related to claims, eligibility, and general account maintenance
• Responsible for completing data audit requests
• Support ad-hoc projects assigned by leaders
• Collaborate with cross-functional internal teams for client issue resolution
• Engage to creatively and appropriately find solutions to client and team needs

What you will bring to SmithRx:

• 2-3 years operational or customer service/support experience in the PBM or health care industries
• Microsoft Office experience: strong with Excel, Word, PowerPoint
• Ability to effectively manage several tasks and competing priorities
• Ability to communicate and articulate complex data, member scenarios effectively
• Strong attention to detail
• Self-starter and self-motivator
• Positive, growth mindset
• Ability to work well with cross functional teams and clients
• Ability to handle and work with ambiguous instructions
• Prior experience working directly with Director to C suite level executives

What SmithRx Offers You: 

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