About this role.
SmithRx is hiring an Inbound Call Center Representative to support pharmacy-benefit members, physicians, and pharmacies through inbound and outbound phone interactions. The representative will resolve and document member issues, explain pharmacy benefits, conduct routine research, and escalate cases requiring additional investigation. The role requires at least one year of call-center experience, strong empathy, accurate data entry, and careful handling of protected health information under HIPAA. Candidates must be local to Plano, Texas for a nine-week onsite training and nesting period, followed by a performance-based hybrid/work-from-home rotation.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin by listening without interrupting, acknowledging the member's concern, and confirming my understanding of the issue. I would then review the available information, explain the next steps clearly in plain language, and work toward the fastest appropriate resolution or escalation while documenting the interaction accurately.
I follow identity-verification procedures before discussing account details, access only the information needed to resolve the request, and avoid sharing sensitive information with unauthorized parties. I also document the interaction in approved systems and follow HIPAA and company security policies at all times.
I focus first on the active member interaction and ensure the member understands the resolution or next step. Immediately after the call, I complete concise and accurate documentation, then organize follow-ups by urgency, member impact, and required service-level timelines.
I would avoid jargon and break the information into simple steps, such as what the benefit covers, what the member may need to pay, and any actions required before filling a prescription. I would pause to confirm understanding and invite questions before ending the call.
In a prior customer-service role, I handled an issue that required reviewing multiple account records and coordinating with another department. I kept the customer informed, documented every action, followed through until the issue was resolved, and confirmed the final outcome with the customer.
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 on 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: Do the right thing. Especially when it’s hard.
- Courage: Embrace the challenge.
- Together: Build bridges and lift up your colleagues.
Job Summary:
At SmithRx, we recognize that exceptional customer support is essential for both member satisfaction and product success. In healthcare, this is especially crucial, as it directly impacts patient access to care. We’re seeking dedicated individuals to join our call center team, providing top-tier service to our members.
Ideal candidates possess strong communication, follow-through, and data entry skills, thriving in a fast-paced environment. A genuine, compassionate approach to member interactions is key.
This position requires a 9-week onsite training and nesting period at our Plano office, which is crucial for success in the role. The initial 3-week training class runs from 7:00 am to 3:30 pm Central Time and requires 100% attendance. Following training, you’ll transition to your assigned shift hours. The work schedule is held Monday – Friday with rotating weekend and holiday shifts.
If you’re passionate about delivering exceptional service and making a difference in healthcare, we encourage you to apply!
What will you do:
- Answer inbound calls and make outbound phone calls to and from members, physicians, and pharmacies while delivering a world-class member experience.
- Follow-up, resolve, and document issues related to the member interaction. 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 to our members 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).
What will you bring to SmithRx:
- 1+ years of experience working in a call center environment required
- Must be located local to our Plano, TX office as this role requires working onsite. Hybrid/work-from-home rotation is available based on performance.
- Proficiency in Windows, MS Office, G-Suite required
- HS Diploma, GED, or equivalent
- Active listening, and conversational speaking skills, with a high degree of 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 experience at a pharmacy is preferred
- Prior experience resolving complex issues within a call center environment is preferred
What SmithRx Offers You:
- Competitive pay: $21.00 per hour
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance
- 3 Weeks Paid Time Off
- Paid Company 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
Plano, TX Pay Range
$21—$21 USD
Compensation & Benefits
- Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.
- Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).
Individual offers are tailored to your geography, experience, skills, and education. Your recruiter can share more specific details during the hiring process. In the meantime, feel free to explore our comprehensive benefits here.
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