Bilingual Inbound Patient Advocate

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: 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:

As an Inbound Patient Access 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, providing clear and compassionate explanations in both English and Spanish as needed.
• Provide support to/assist members, providers, and pharmacies via inbound phone calls, email, and other appropriate communication channels, ensuring seamlesscommunication for our Spanish-speaking members.
• Handle inbound calls pertaining to enrollment in drug savings programs and resolve their inquiries, with a focus on supporting both English and Spanish-speaking callers.
• 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 a good understanding of all Patient Access savings programs to effectively explain them to members in their preferred language.
• Coordinate with members, physicians, drug manufacturers, and pharmacies to facilitate enrollment in savings programs, ensuring all parties are effectively communicated with, including those requiring Spanish.
• 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, with the ability to switch between English and Spanish effortlessly.
• Maintain impeccable documentation, responsiveness, and timeliness 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.
• 2+ years of experience in healthcare call center environments handling inbound calls is required. Outbound call experience is preferred.
• Demonstrated fluency in Spanish (verbal and written) is required.
• 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 in both English and Spanish.
• Demonstrated professionalism, active listening, and empathetic conversational skills, with the ability to build rapport across language barriers.
• 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 - $23.50 per hour with opportunity for promotion and increased pay within 6+ months
• 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