呼叫中心代表
Inbound Call Center Representative
我们是谁：
SmithRx 是一家快速发展的、获得风险投资的健康科技公司。我们的使命是通过由尖端技术、创新的节省成本工具和一流的客户服务驱动的下一代药品采购平台，颠覆昂贵且低效的药房福利管理（PBM）行业。自2016年以来，已有数十万名会员加入，SmithRx 的解决方案正在全国范围内受到客户的认可。
我们以使命驱动和协作的文化为荣，激励员工发挥最佳水平。我们认为美国医疗体系需要变革，我们每天都在致力于实现这一改变。我们核心的价值观包括：
- 正直：做正确的事，尤其是在困难的时候。
- 勇气：拥抱挑战。
- 一起：建立桥梁，帮助同事成长。
职位概述：
在 SmithRx，我们认识到卓越的客户支持对于会员满意度和产品成功至关重要。在医疗保健领域，这一点尤为重要，因为它直接影响患者获得护理的机会。我们正在寻找有奉献精神的人加入我们的呼叫中心团队，为我们的会员提供顶级服务。
理想的候选人具备良好的沟通能力、执行力和数据录入技能，能够在快节奏的环境中茁壮成长。对会员互动持真诚、富有同情心的态度是关键。
该职位需要在我们的普拉诺办公室进行为期9周的现场培训和适应期，这对角色的成功至关重要。最初的3周培训课程从中央时间上午7点到下午3点30分，要求100%出勤率。培训结束后，您将转为分配的班次时间。工作时间从周一至周五，包含轮班的周末和节假日。
如果您热衷于提供卓越的服务，并在医疗保健领域做出改变，我们鼓励您申请！
您将负责：
- 回答来电并拨打外拨电话，与会员、医生和药店进行交流，同时提供世界级的会员体验。
- 跟进、解决并记录与会员互动相关的问题。将需要进一步调查的咨询转交给相关部门，并根据需要进行常规研究。
- 教育会员了解他们的药房福利。
- 通过成为药房领域的专家，为我们的会员提供一次通话解决的问题。
查看英文原文
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 Plano office, which is crucial for success in the role. The initial 3-week training class runs from 7:00 am to 3:30 pm Central 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 and make outbound phone calls 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.
· Educate members about their pharmacy benefits.
· Deliver a one-call resolution 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).
What will you bring to SmithRx:
· 1+ years of experience working in a call center environment required
· Must be located local to our Plano, TX office as this role requires working onsite. Hybrid/work-from-home rotation is available based on performance.
· 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
· 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 SmithRx Offers You:
· Competitive pay: $21.00 per hour
· Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
· 3 Weeks Paid Time Off
· Paid Company 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
Plano, TX Pay Range
$21—$21 USD
Compensation & Benefits
· Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
· Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.