Healthcare Associate - AssistRx Academy (Customer Service Representative)

### **About AssistRx Academy** AssistRx Academy is a structured career-launch initiative designed to empower individuals seeking a career change, and those without prior healthcare experience to begin a meaningful career in the healthcare industry. Through a four-week paid training program, participants receive comprehensive instruction in healthcare operations, patient services, and compliance fundamentals. Upon successful completion of the Academy, participants are offered full-time employment as a Customer Service Representative supporting one of AssistRx’s client programs. This initiative serves as a gateway to long-term career growth and advancement within AssistRx and the broader healthcare ecosystem. ### **Position Summary** The Healthcare Associate – AssistRx Academy is a passion-driven customer service role designed for individuals beginning their healthcare career journey. Participants will complete a four-week training and education program focused on healthcare fundamentals, patient support, and compliance requirements. Following training, Associates provide external customer service support by receiving and responding to program-related inquiries, assisting with pharmacy benefit investigations, and supporting patients and providers while handling Protected Health Information (PHI). This role works under close supervision with clearly defined tasks and performance expectations. Successful candidates demonstrate professionalism, empathy, patience, and a people-first mindset in all interactions. ### **Academy Training Focus (4 Weeks)** Participants will complete instructor-led and hands-on training covering: - Healthcare industry fundamentals and AssistRx program operations - Rules and regulations related to handling Protected Health Information (PHI) - Pharmacy benefit structures and benefit investigation processes - Differences between Commercial Insurance and Government Insurance programs - Customer service best practices, call handling, and de-escalation techniques - Systems navigation and documentation standards Completion of the Academy is required for conversion into a full-time Healthcare Associate role. ### **Essential Duties & Responsibilities** - Provide accurate, timely, and professional customer service support to patients, providers, and partners - Respond to inbound inquiries related to healthcare programs and pharmacy benefit investigations - Guide callers through program requirements and next steps - De-escalate and resolve customer concerns with empathy and professionalism - Collaborate with other call center representatives to improve service quality and consistency - Maintain compliance with HIPAA and internal data protection standards - Document interactions accurately within designated systems - Perform other related duties as assigned ### **Career Path & Growth** Completion of AssistRx Academy positions Associates for ongoing development and advancement within Patient Solutions and other AssistRx career pathways, including senior customer service roles, quality, training, and leadership opportunities. - **Basic Qualifications** - High School Diploma or equivalent (required) - Minimum of 3 years experience in a direct-to-consumer, customer service, or client-facing environment - Ability to complete and successfully pass the 4-week AssistRx Academy training program - Strong communication skills with a positive, professional demeanor - Ability to learn quickly, multi-task, and adapt in a fast-paced environment - Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) - Demonstrated aptitude for problem-solving, conflict resolution, and negotiation - Ability to follow explicit instructions and adhere to structured workflows - Reliable attendance and punctuality - Schedule flexibility, including potential holiday and weekend rotations - **Preferred Qualifications** - Two (2) years of post-secondary education - Previous experience in a highly dynamic or rapidly changing enviro…