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Chat Support Specialist Jobs
Company | SmithRx |
Address | , Plano, Tx |
Employment type | FULL_TIME |
Salary | $22 an hour |
Expires | 2023-07-16 |
Posted at | 1 year ago |
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:
- Embrace the challenge.
- Do the right thing. Especially when it's hard.
- Build bridges and lift up your colleagues.
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:
- Work through complex triage pathways and identify the correct pathway to resolve customer issues.
- Deliver world-class support experiences to our members by becoming an expert in the Pharmacy Benefits Management industry.
- Manage simultaneous interactions specific to online chat and text messaging
- 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.
- 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.
- Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA).
- Educate members about their pharmacy benefits.
- Demonstrate a patient centric mindset and a high sense of urgency to solve member requests.
What you will bring:
- Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy is preferred
- HS Diploma, GED or equivalent
- Must be located locally as the role is a hybrid of onsite and remote
- 2+ years experience working within call center required
- 2+ years experience working with online chat interactions required
- Prior experience with Salesforce Service Cloud, Talkdesk or other CRM tools is preferred
- Excellent verbal and written communication skills
- Active listening, conversational speaking skills, with a high degree of empathy
- Proficiency in Mac, and Google Suite required
- Prior experience resolving complex issues within a call center environment is preferred
- Requires 100% attendance during training period
- Passion for helping people
- Ability to multitask
- Must be able to commute to Plano, TX
What SmithRx offers You:
- Competitive pay: $22 per hour
- Monday through Friday schedule with performance-based work from home model
- Fully paid Life insurance and Disability benefits
- Weekends and holidays are on a rotational basis
- 3 weeks PTO
- Flexible Spending Benefits
- Well-stocked kitchen
- Professional development, training and career growth opportunities
- 401(k) Retirement Savings Program
- Generous Paid Parental Leave benefits
- Highly competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance. SmithRx pays up to 90% for you and your family.
Job Type: Full-time
Pay: $22.00 per hour
Benefits:
- Health insurance
- 401(k)
- Work from home
- Dental insurance
- Vision insurance
Weekly day range:
- Monday to Friday
- Rotating weekends
Work setting:
- Hybrid remote
Work Location: Hybrid remote
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