Member Services Representative

Posted Tuesday, August 18, 2020 at 4:00 AM

Founded in 1995, Rx Benefits occupies a unique niche in the healthcare benefits industry as a strategic expert on pharmacy benefit procurement and administration. Staffed by veterans of the benefit and pharmacy industries, our firm specializes in advocacy services for consultants on behalf of employers, employees, and their covered dependents. With our guidance and specialized expertise, clients maximize the value of their pharmacy benefits, enjoying a significant increase in services and cost savings.

As a proven pharmacy partner, Rx Benefits provides all pharmacy benefit manager (PBM) administrative services, ensures contract criteria and performance guarantees are met or exceed requirements, and produces quantitative results on the value of the offerings. Our firm is the only pharmacy administration company in the U.S. that brings award‑winning service to employers while leveraging the industry‑leading capabilities of top PBMs.

Rx Benefits serves a national client base from our headquarters in Birmingham, Alabama.

Rx Benefits is hiring! We are adding resources to the Member Services team in our Birmingham, AL headquarters. Member Services Representatives are an important first‑line of contact with our customers, setting the tone for how our company and services are experienced. They are a strong advocate and champion for our organization and provide participants with the correct information at the right time to help them make better decisions about their benefits.

The Member Services Representative promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and align to the goals and objectives of the company. Member Services Representatives use a variety of technological resources to ensure customers receive maximum satisfaction.

The essential job function requires working in an inbound call center environment answering calls in a professional manner and staying focused on building customer loyalty.

• Professionally handle a high volume of complex inbound calls
• Ensure questions and issues are resolved promptly and accurately in a manner that participants can understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way
• Effectively handle complaints while consistently demonstrating respectful behaviors that contribute to good service; maintain strict confidentiality of sensitive information
• Work collaboratively with internal and external business partners to provide solutions by following through and bringing outstanding issues to closure on the initial contact with the participant
• Address customer issues and ensure effective and long‑term problem resolution
• Focus on "call quality" and "first call resolution" with each call
• Communicate with PBM staff, pharmacy staff, pharmacists, medical office staff, and/or physicians to resolve customer needs
• Partner with Account Management and Sales Staff to provide customers with excellent service
• Be a dedicated team member in our phone queue and a great team player with internal colleagues
• Provide information about company programs, products and services
• Learn multiple software systems to service all clients and products

High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred.

• Previous call center experience required
• Prior Member Services knowledge with a concentration in pharmacy experience preferred
• The ability to think and act independently
• Ability to identify process improvements
• Excellent interpersonal skills for frequent interaction with members, managers, brokers, and vendors
• High degree of professionalism, with the ability to interact effectively with employees at all levels
• Knowledge of principals and protocols of phone etiquette and call center techniques
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office products including Word, Excel, Internet, Outlook email
• Demonstrates strong Member…