Lead, Patient Access Programs

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 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 a Lead (Supervisor) for our Patient Access Team, you will be responsible for the operational efficiency of our team responsible for procuring medications through drug manufacturers and for enrollment of patient members in drug savings programs. Your team serves as our patient members' advocate, guiding them through the complex world of prescriptions to help them obtain medications in a cost-effective and timely manner. In this role, you will provide leadership, coaching, and oversight to a high-performing team of Inbound Patient Access Specialists and Enterprise Patient Access Specialists delivering one-call resolution and high-touch concierge support across phone, email, and digital channels. You will manage real-time call center workflows, ensure efficient allocation of operational center resources, resolve critical case escalations, and drive team performance to help meet organizational KPIs and ensure member satisfaction. This role reports directly to the Manager of Patient Access Programs. What you will do: Directly manage, coach, and mentor a team of Inbound and Enterprise Patient Access Specialists whose primary responsibility is to help members apply and enroll into patient assistance and drug savings programs. Recruit, hire, and onboard new team members, leading initial training and continuous professional development. Provide day-to-day supervision and support, managing phone queue availability, workforce schedule adherence, and real-time operational center resource allocation. Serve as an escalation path for complex, high-urgency, or critical calls—particularly those originating from dedicated Enterprise client groups—taking ownership of end-to-end resolutions. Manage team to target KPIs associated with our patient advocate teams, including First Call Resolution (FCR), queue SLAs, handle times, Quality Assurance (QA) scores, and member satisfaction metrics. Perform regular 1:1s, call monitoring, and quality audits to foster active listening, empathetic communication, PBM system proficiency, and strict compliance with PHI and HIPAA regulations. Identify and drive operational process improvements to eliminate bottlenecks, support scale, and elevate the member journey across all savings pathways. Collaborate cross-functionally with Account Management, Clinical Strategy, Customer Support, and Operations to stay aligned on Enterprise account nuances, policy updates, and plan design rollouts. What you will bring to SmithRx: At least 2 years of management/superviso…