What are the responsibilities and job description for the Lead, Member Support position at SmithRx?
Who We Are:
SmithRx 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, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for 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. At our core, we are guided by our company values:
- Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.
- Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.
- Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.
Job Summary:
SmithRx is looking for a motivated supervisor to help manage a team of call center agents. This role is pivotal in driving daily performance of the call center by tracking attendance, reducing shrink, and delivering exceptional member experiences. Your primary focus will be the coaching and mentoring of your team as well as drive performance through the measurement of key performance indicators.
What you will do:
- Manages and oversees a team of call center agents
- Motivates agent growth and performance through weekly coaching interactions
- Answer and support agent questions and escalations
- Execute daily performance deliverables
- Drive quality member experiences by listening and monitoring agent interactions
- Track agent attendance to drive consistent capacity
- Assist with onboarding process
- Assist members by taking calls/chats during times of peak volume
What you will bring to SmithRx:
- 5 years of call center experience with progression through elevated roles
- 2 years of experience leading call center agents OR supporting agents in an elevated agent role
- Expert customer service skills and aptitude
- Strong problem solving skills
- Adept at organizing tasks and workload
- Strong verbal and written communication skills
- Passion for providing world class member experiences
- Experience working with various omnichannel and CRM software
- Positive attitude
- Ability to be flexible in a fast paced startup environment
- Tactical decision making ability
- H.S. diploma or equivalent
What SmithRx Offers You:
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- 12 Paid Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities