Bilingual Member Support Specialist; Spanish Lehi, UT

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.

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.

We’re seeking a skilled Bilingual Specialist to join our Member Support Team, assisting members with their pharmacy benefits. The ideal candidate is fluent in both written and spoken Spanish, possesses professional communication skills, and has a strong background in customer service. As a Bilingual Member Support Specialist, you’ll play a vital role in ensuring our members receive exceptional service.

• Answer inbound calls and make outbound phone calls to and from members, physicians, and pharmacies while delivering a world‑class member experience in both English and Spanish.
• 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 resolving inquiries to full solution.
• 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).
• Work through complex triage pathways and identify the correct pathway to resolve customer issues.

• 2+ years prior experience working within call center(s) in a bilingual (Spanish & English) role required.
• HS Diploma, GED or equivalent.
• Prior experience resolving complex issues within a call center environment is required.
• Proficiency in Windows, MS Office, G‑Suite required.
• Active listening and conversational speaking skills, with a high degree of empathy.
• 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.

• Competitive pay: $21.50 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.