Member Advocate - PBM - Remote

Member Advocate

Vytl One (formerly Maxor Plus) is currently seeking highly motivated and empathetic Member Advocates to join our dynamic, growing operations team. As the voice of our brand, this role handles complex customer inquiries that require a human touch, leveraging system and tools to provide efficient and personalized solutions. The ideal candidate thrives in a fast-paced environment, has strong critical thinking skills, and is passionate about turning challenging interactions into positive brand-building opportunities.

The Member Advocate is responsible for establishing and maintaining relationships with members on behalf of the company by taking personal and complete responsibility for each member‑related contact and by ensuring that all member and client requirements are completely met. As a Member Advocate, you are the primary internal representative of our organization; you must convey to the caller (member, pharmacy, provider, client or other) a sense of expertise in our services.

This is a remote‑based position within the Continental US.

Vytl One is the nation's only independent, fully integrated total pharmacy solutions partner. We lead with integrity, offering mission‑driven hospitals, health systems, health centers, and employer partners a smarter way to unlock revenue, growth, and better outcomes. Our innovative model combines customized pharmacy management, 340B program expertise, specialty pharmacy, and PBA/PBM solutions delivering excellence through tailored strategies and collaborative partnerships. At Vytl One, we're not just transforming pharmacy—we're making a purposeful impact on the communities we serve.

At Vytl One, our purpose is at the heart of everything we do. People join us not just for a job, but to be part of something bigger where their work truly matters. We foster a culture of authenticity, where you're encouraged to be yourself and a place to grow, collaborate and make a real difference. With over 1,600 passionate professionals across nearly every U.S. state, we operate as One Team, united by a bold mission and a spirit of innovation.

Here, you'll find a place where your ideas are heard, your contributions are valued, and your career can thrive.

Vytl One Voted Top Places to 5 years in a row.... 2021, 2022, 2023, 2024 and 2025!

Customer engagement:
Field complex inbound inquiries, emails, and chat messages with professionalism and empathy.

Problem resolution:
Efficiently and creatively resolve customer complaints, escalating complex issues to the appropriate channels when necessary.

Job Knowledge:
Maintain deep job and service knowledge to confidently and accurately educate and serve members according to Vytl One standards.

Performance management:
Meet or exceed key performance metrics to include, but not limited to: QA Scores, Member Satisfaction Survey Scores, Average Handle Time (AHT), Schedule Adherence, Attendance Standards.

Adaptability:
Remain flexible and composed while navigating different member personalities, unpredictable call volumes, and changing procedures.

Data management:
Maintain meticulous and accurate records of customer interactions within the CRM and AI tools, contributing valuable data for process improvement.

Process improvement:
Proactively identify trends in customer feedback and issues, providing insights to management to streamline processes and enhance the member experience.

AI collaboration:
Partner with AI-powered tools (e.g., AI copilots, knowledge bases) to access real‑time information, generate call summaries, and personalize member interactions.

Communication:
Maintain an open line of communication with all team members, including Member Services Management, and Lead Member Advocate.

Ongoing Training:
Attend and participate in programs and meetings required by Vytl One and/or Member Services Department.

Compliance:
Promptly report any allegations of impropriety to the Compliance Department. Comply with Vytl One's Ethical Business Conduct policy and Vytl One's Compliance Program. Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists.

Perform other job‑related duties as assigned.

Educati…