Call Center Supervisor at SmithRx

Plano, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Health-Tech, Pharmacy Benefit ManagementIndustries

Requirements

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
Bilingual in Spanish is preferred

Responsibilities

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

Skills

Team Management

Call Center Supervision

Performance Coaching

KPI Measurement

Attendance Tracking

Agent Mentoring

Shrink Reduction

Customer Service

SmithRx

Pharmacy benefit management with transparent pricing

About SmithRx

SmithRx operates as a Pharmacy Benefit Manager (PBM) that focuses on managing prescription drug plans for self-insured employers and plan sponsors. The company uses a transparent pricing model called "Pass Through Pricing," where it charges only an administrative fee and passes all rebates from prescriptions directly to clients and their members. This model contrasts with traditional PBMs that often inflate drug prices and retain rebates for profit. SmithRx's clients benefit from a technology platform that utilizes real-time data to improve service delivery, ensuring efficient and high-quality pharmacy benefit management. The company also provides a concierge service to enhance support for both members and clients. SmithRx aims to simplify pharmacy benefits while maximizing value for its clients through transparency, advanced technology, and exceptional customer service.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$94.8MTotal Funding

SERIES_CCompany Stage

HealthcareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Holidays

Wellness Program

Commuter Benefits

Parental Leave

Mental Health Support

Professional Development Budget

Risks

Increased competition from technology-driven PBMs like Capital Rx could erode market share.

Rapid technological advancements may require costly updates to SmithRx's platform.

Potential regulatory scrutiny on PBM pricing models could impact SmithRx's business model.

Differentiation

SmithRx uses a transparent 'Pass Through Pricing' model, unlike traditional PBMs.

The company leverages real-time data for efficient pharmacy benefit management services.

SmithRx offers concierge-level service, enhancing customer satisfaction and support.

Upsides

SmithRx secured $60M in Series C funding, indicating strong investor confidence.

Partnership with Banjo Health enhances prior authorization processes using AI technology.

Collaboration with TheracosBio offers cost-effective drug options for Type 2 Diabetes.

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