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VytlOne · 1 day ago

Member Advocate - PBM - Remote

United States

Full-time

Remote

Entry, Mid Level

$17/hr - $23/hr

2+ years exp

VytlOne is the nation’s only independent, fully integrated total pharmacy solutions partner, seeking highly motivated and empathetic Member Advocates to join their operations team. The Member Advocate is responsible for establishing and maintaining relationships with members, handling complex customer inquiries, and ensuring all member and client requirements are met.

Health CarePharmaceutical

Growth Opportunities

Responsibilities

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 VytlOne 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 VytlOne and/or Member Services Department

Compliance :

+ Promptly report any allegations of impropriety to the Compliance Department

+ Comply with VytlOne’s Ethical Business Conduct policy and VytlOne’s Compliance Program

+ Remain free from exclusion under the OIG and SAMS Medicare/Medicaid lists

Perform other job-related duties as assigned

Qualification

Pharmacy customer servicePBM Contact Center experienceAI tools proficiencyCRM technologiesEmpathyTechnical competencyCommunication skillsProblem-solving aptitudeEmotional intelligenceAdaptabilityTeam oriented

Required

High school diploma, GED, or equivalent

2+ years Pharmacy or Health Care customer service experience

Empathy and emotional intelligence: Strong interpersonal skills to build rapport, actively listen, and tailor service to member emotions and intent

Communication skills: Excellent verbal and written communication skills, with a professional, collaborative, and friendly demeanor

Problem-solving aptitude: A proactive and efficient problem-solver who can think through complex situations and offer creative, effective solutions

Coachable mindset: Must be open to receiving feedback on performance which will be provided by the quality team, team leads, supervisors, manager and VP

Technical competency: Proficiency with computers and the ability to navigate multiple systems simultaneously, including CRM, AI tools, and Contact Center software

Resilience: The ability to manage stress and stay composed, especially in challenging situations

Reliability: Punctuality and dependable attendance are essential to meet operational needs

Adaptability: Ability to learn new skills, tasks, and technology

Team Oriented: Strong ability to integrate into a team environment, collaborate with diverse work styles, and positively contribute to organizational culture

AI proficiency: A tech-forward mindset and the ability to leverage AI-powered platforms and digital tools to enhance efficiency

Scheduling flexibility is a requirement; may be required to work rotating shifts, including Holidays, weekends, and nights. Some overtime may be required

A reliable, high-speed internet connection (preferably wired), a dedicated, distraction free workspace, and proficiency with remote communication tools are essential

Preferred

Experience with PBM Contact Center, Chat Support, AI and CRM technologies

Benefits

Comprehensive mental health and wellbeing resources

Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums

Company-paid basic life/AD&D, short-term and long-term disability insurance

Rx, dental, vision, other voluntary benefits, and FSA

Employer-matched 401k Plan

Industry-leading PTO plan

And more!

Company

VytlOne

With its nearly 100 years of Pharmacy Rxpertise, VytlOne (formerly Maxor) is the nation’s only independent, fully integrated total pharmacy solutions partner.

Founded in 1926

Amarillo, Texas, USA

1001-5000 employees