SmithRx is hiring: Inbound Call Center Representative in Plano

Overview

Inbound Call Center Representative role at SmithRx.

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform with technology, cost-saving tools, and best-in-class customer service. We have hundreds of thousands of members onboarded since 2016, and our solution resonates with clients across the country. We foster a mission-driven and collaborative culture, guided by our company values: Integrity, Courage, and Together.

We are looking for dedicated individuals to join our call center team, providing top-tier service to our members. Ideal candidates will have strong communication, follow-through, and data entry skills, thriving in a fast-paced environment, with a genuine, compassionate approach to member interactions.

This position requires a 9-week onsite training and nesting period at our Plano office. The initial 3-week training class runs from 7:00 am to 3:30 pm Mountain Time and requires 100% attendance. After training, you will transition to your assigned shift hours. The work schedule is typically Monday - Friday with rotating weekend and holiday shifts.

We are currently hiring for the following shifts within our call center operations:

• 7:30am CT to 4pm CT — Mon, Tue, Thu, Fri and Sat 8am to 4:30pm (Sun and Wed off)
• 8:30am CT to 5pm CT — Mon, Tue, Wed, Fri, Sat (Sun and Thu off)
• 10:30am CT to 7pm CT — Mon, Tue, Wed, Thu, Fri (Sat and Sun off)
• 11:30am CT to 8pm CT — Mon, Tue, Wed, Thu, Fri (Sat and Sun off)

Note: Availability may change during active interviewing; we cannot guarantee a specific shift at interview or offer.

Responsibilities

• Answer inbound calls and make outbound calls to and from members, physicians, and pharmacies while delivering a world-class member experience.
• Follow-up, resolve, and document issues related to member interactions. 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 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) standards.

What you will bring

• 2+ years of experience in a call center environment is required
• Must be located local to our Lehi, Utah office as this role requires onsite work. Hybrid/work-from-home rotation may be available based on performance.
• Proficiency in Windows, MS Office, and G-Suite
• High School Diploma, GED, or equivalent
• Active listening and conversational speaking skills with 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 pharmacy experience is preferred
• Prior experience resolving complex issues within a call center environment is preferred

What SmithRx Offers You

• Competitive pay: $21.00 per hour
• Wellness benefits including Medical, Pharmacy, Dental, Vision, 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

If you're passionate about delivering exceptional service and making a difference in healthcare, we encourage you to apply.

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