Member Care Advocate, PBM & Population Health Support
Overview
The Member Care Advocate owns concierge-level member support at scale, coordinating between members, pharmacies, and prescribers to resolve inquiries and drive health outcomes. This onsite role supports population health initiatives, adheres to KPIs, and collaborates cross-functionally to improve member satisfaction and operational excellence. You will operate within an AI-powered platform to deliver high-quality care while maintaining compliance and documentation standards.
What You'll Do10
- 1Build and manage assigned member cases in the population health system to ensure timely completion and accuracy
- 2Serve as a liaison between members, pharmacies, and prescribers to coordinate care and resolve issues
- 3Respond to member inquiries in a professional and timely manner
- 4Handle email communications and administrative tasks aligned with service expectations
- 5Support concierge-level services and member-focused projects under pharmacist supervision
- 6Provide high-quality, empathetic member support and resolve escalations within defined turnaround times
- 7Ensure adherence to KPIs related to call handling, case resolution, and service quality
- 8Deliver best-in-class member experience through attention to detail and responsiveness
- 9Collaborate with Clinical Account Executives and Client Management teams on member-related needs
- 10Maintain documentation accuracy and compliance within systems and workflows
Requirements10
- 1Pharmacy Technician Certification CPhT
- 2Minimum 2 years of experience in PBM, health plan, or MTM call center environment OR 4 years in hospital/retail pharmacy setting
- 3Strong proficiency in Microsoft Office Suite
- 4Excellent verbal and written communication skills
- 5Strong time management and ability to work in a fast-paced environment
- 6Customer service orientation with a focus on delivering high-quality member experience
- 7Ability to work onsite 5 days per week
- 8Bachelor’s degree (preferred)
- 9Active Pharmacy Technician license (preferred)
- 10Experience working with population health or case management systems (preferred)
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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