Inbound Call Center Representative Lehi, UT

Smith Rx 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, Smith Rx has a solution that is resonating with clients all across the country.

• Integrity: Our purpose guides our actions and gives us confidence in the path ahead. We embrace ethical leadership to create the new.
• Courage: We face continuous challenges with grit and resilience, balancing autonomy with empathy and ownership with vulnerability.
• Together: The success of Smith Rx reflects the strength of our partnerships and the commitment of our team.

At Smith Rx, 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.

• 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).

• 2+ years of experience working in a call center environment required.
• Must be located local to our Lehi, Utah 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.
• 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.

• Competitive pay: $21.00 per hour.
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance.
• Paid Company Holidays.
• Paid Parental Leave Benefits.
• 401(k) Retirement Savings Program.
• Short‑term and long‑term disability.
• Employee Assistance Program (EAP).
• Well‑stocked kitchen in office locations.
• Professional development and training opportunities.

As set forth in Smith Rx’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.