Multichannel Member Support Specialist (Healthtech)

TL;DR

Multichannel Member Support Specialist (Healthtech): Delivering world-class customer service for a drug acquisition platform with an accent on multichannel interaction management (phone, chat, email) and pharmacy benefit education. Focus on resolving complex triage pathways, maintaining HIPAA compliance, and ensuring high-quality member experiences.

Location: Must be based locally in Lehi, UT or Plano, TX (Hybrid role)

Company

Venture-backed Health-Tech company disrupting the Pharmacy Benefit Management sector with a next-generation drug acquisition platform.

What you will do

• Handle inbound and outbound member interactions via phone, online chat, email, and text.
• Manage simultaneous interactions across chat and messaging channels.
• Resolve, document, and route member issues to appropriate departments.
• Educate members on their pharmacy benefits and the PBM industry.
• Navigate complex triage pathways to resolve member requests.
• Maintain strict adherence to PPI and HIPAA regulations.

Requirements

• Must be located locally in Lehi, UT or Plano, TX.
• 2+ years of experience in a call center environment.
• 2+ years of experience managing online chat interactions.
• Proficiency with Mac and Google Suite.
• High school diploma, GED, or equivalent.
• Excellent verbal and written communication skills with a patient-centric mindset.

Nice to have

• Experience with Salesforce Service Cloud, Talkdesk, or other CRM tools.
• Background in medical billing, pharmacy, insurance, or employer benefits.
• Experience resolving complex issues within a call center.

Culture & Benefits

• Comprehensive health insurance (Medical, Pharmacy, Dental, Vision) with up to 90% company coverage.
• 401(k) retirement savings program and flexible spending benefits.
• 3 weeks of PTO and generous paid parental leave.
• Fully paid life and disability insurance.
• Professional development, training, and career growth opportunities.
• Performance-based work-from-home model and well-stocked kitchen.