Patient Access Specialist (Inbound)

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. 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. 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 or GED or equivalent required. 2+ years of experience in healthcare call center environments handl…