Inbound Patient Advocate

Job Description

Job Description

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
30+ days ago