Member Service Guide, Pharmacy

This is a fully remote position, open to applicants in United States.

📋 Description

• Initiate outbound communication through phone and SMS to inform and engage members in health support and medication adherence programs.

• Quickly establish trust with members through empathetic, solution-focused discussions that uncover barriers to care.

• Enroll qualifying members into pharmacy, financial assistance, and care support initiatives.

• Collaborate with providers, pharmacies, and internal clinical teams to address member concerns and ensure continuity of care.

• Arrange medical appointments for high-risk members when deemed appropriate.

• Utilize internal systems, AI-assisted tools, and knowledge resources to research member inquiries and deliver precise information.

• Accurately document member interactions, oversee follow-up tasks, and adapt to evolving workflows and business requirements.

⛳️ Requirements

• A minimum of 2 years of experience in a high-volume customer-facing, outreach, or support position.

• Excellent verbal and written communication abilities.

• Capacity to build trust and clearly and compassionately explain complex information.

• Comfort in spending the majority of the day on outbound phone outreach in a dynamic, metrics-oriented setting.

• Skill in managing multiple systems, workflows, and follow-up tasks accurately while adjusting to shifting priorities.

• Proven accountability, ownership, coachability, and willingness to receive performance-related feedback.

• Experience in healthcare, pharmacy, Medicare Advantage, care coordination, patient outreach, or contact centers is preferred.

• Remote work experience is a plus.

• Availability for Monday–Friday shifts from 10:30 AM–7:00 PM ET and/or 11:30 AM–8:00 PM ET.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all roles, excluding Director positions and above.

• 401K program.

• Parental leave program.