Member Support Specialist (Health-Tech)

TL;DR

Member Support Specialist (Health-Tech): Delivering world-class customer service across phone, chat, and email for a pharmacy benefit platform with an accent on managing multichannel interactions and educating members. Focus on resolving complex triage pathways, maintaining HIPAA compliance, and ensuring a patient-centric experience.

Location: Must be located locally (Lehi, UT) as the role is a hybrid of onsite and remote.

Company

hirify.global is a venture-backed Health-Tech company disrupting the Pharmacy Benefit Management sector by building a next-generation drug acquisition platform.

What you will do

• Handle multichannel member interactions including inbound/outbound calls, online chat, email, and text messaging.
• Resolve and document member issues, routing complex inquiries to appropriate departments and conducting research.
• Educate members regarding their pharmacy benefits to ensure a high-quality experience.
• Manage highly sensitive information while maintaining strict HIPAA and PPI compliance.
• Utilize complex triage pathways to identify and implement the correct resolution for customer issues.

Requirements

• Must be located locally (Lehi, UT) for a hybrid work arrangement.
• HS Diploma, GED, or equivalent.
• 2+ years of experience working within a call center environment.
• 2+ years of experience managing online chat interactions.
• Proficiency in Mac and Google Suite.
• 100% attendance required during the training period.

Nice to have

• Experience with Salesforce Service Cloud, Talkdesk, or other CRM tools.
• Prior experience with employer benefits, insurance, prescriptions, medical billing, or pharmacy operations.
• Proven track record of resolving complex issues within a call center environment.

Culture & Benefits

• Comprehensive wellness benefits including Medical, Pharmacy, Dental, and Vision insurance (up to 90% company paid).
• Fully paid Life insurance and Disability benefits.
• 3 weeks of PTO and generous Paid Parental Leave.
• 401(k) Retirement Savings Program and Flexible Spending Benefits.
• Professional development, training, and career growth opportunities.