[All remote jobs](https://jobicy.com/jobs.md)[![SmithRx logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/07/fa1482ea-221.jpeg)](https://jobicy.com/company/smithrx.md)[SmithRx](https://jobicy.com/company/smithrx.md) # Multichannel Member Support Specialist Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/smithrx.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 22–22 / hourDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceOpen levelPublished18 Oct 2026Apply before17 Nov 2026Listing views52Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. SmithRx is hiring a Multichannel Member Support Specialist to provide phone-based support to pharmacy-benefit members, physicians, and pharmacies. The role focuses on resolving member issues, educating callers about pharmacy benefits, documenting interactions, and escalating complex inquiries. It requires at least one year of call-center experience, strong empathy, accurate data entry, and careful handling of protected health information under HIPAA. New hires must complete a nine-week onsite training and nesting period in Plano, Texas, after which hybrid/work-from-home rotation may be available based on performance. The schedule is primarily Monday through Friday and includes rotating weekend and holiday shifts. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe work requires managing sensitive healthcare-benefit questions, navigating multiple systems, and working toward one-call resolution in a high-volume call-center environment. The role is accessible with prior call-center experience but demands accuracy, empathy, and consistent adherence to HIPAA requirements. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per hour)Highly competitive$22US market range (per hour)$18–$250$27.50 AI insightSmithRx explicitly lists competitive pay of $22.00 per hour, with a Plano pay range of $22–$22 USD. For comparable US healthcare member-services and call-center support roles, the estimated market range is approximately $18–$25 per hour; this employer rate is competitive within that estimated range. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Call center operations](https://jobicy.com/jobs?search_keywords=Call%20center%20operations.md)[Inbound call handling](https://jobicy.com/jobs?search_keywords=Inbound%20call%20handling.md)[Outbound calling](https://jobicy.com/jobs?search_keywords=Outbound%20calling.md)[Member services](https://jobicy.com/jobs?search_keywords=Member%20services.md)[Pharmacy benefits](https://jobicy.com/jobs?search_keywords=Pharmacy%20benefits.md)[HIPAA compliance](https://jobicy.com/jobs?search_keywords=HIPAA%20compliance.md)[Protected health information handling](https://jobicy.com/jobs?search_keywords=Protected%20health%20information%20handling.md)[Case documentation](https://jobicy.com/jobs?search_keywords=Case%20documentation.md)[Issue resolution](https://jobicy.com/jobs?search_keywords=Issue%20resolution.md)[Data entry](https://jobicy.com/jobs?search_keywords=Data%20entry.md)[Active listening](https://jobicy.com/jobs?search_keywords=Active%20listening.md)[CRM software](https://jobicy.com/jobs?search_keywords=CRM%20software.md)[Salesforce Service Cloud](https://jobicy.com/jobs?search_keywords=Salesforce%20Service%20Cloud.md)[Talkdesk](https://jobicy.com/jobs?search_keywords=Talkdesk.md) Sample interview questionsHow would you handle a member who is frustrated because they cannot fill a prescription?I would first listen without interrupting, acknowledge the member's frustration, and verify their identity before reviewing the issue. I would clearly explain the available information, check for practical next steps such as coverage details or pharmacy options, and either resolve it during the call or provide a specific follow-up plan. I would document the interaction thoroughly and protect all member information. How do you balance call efficiency with delivering an empathetic member experience? I use active listening and concise clarifying questions to understand the issue quickly without making the caller feel rushed. I summarize what I heard, explain the next steps in plain language, and confirm that the member's question has been addressed. Accurate notes and effective use of available systems also reduce unnecessary follow-up work. Describe your approach to handling protected health information in a support environment. I follow identity-verification procedures before discussing account or health-related details, access only the information needed to complete the task, and avoid sharing information with unauthorized parties. I also follow secure documentation and system-use practices, because privacy is essential to member trust and HIPAA compliance. Tell us about a time you resolved a complex customer issue. In a prior support role, I handled a case that involved conflicting information across systems. I gathered the relevant facts, researched the issue, coordinated with the appropriate internal team, and kept the customer informed throughout the process. I documented the resolution clearly so the customer did not need to repeat the issue later. What would you do if you could not resolve a member's request during the first call? I would explain the reason transparently, set clear expectations for the next step and timing, and route the issue to the correct team with complete notes. Before ending the call, I would confirm the member's preferred contact method and make sure they understand what will happen next. I would remain accountable for appropriate follow-through within the role's procedures. Opportunity details ## About this role. 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 8:00 am to 4:30 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: $22.00 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 $22—$22 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](https://benefitsguides.thinkccig.com/smithrx/2026candidates/). 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