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SmithRx is a venture-backed health-tech company disrupting the Pharmacy Benefit Management (PBM) sector with a next-generation drug acquisition platform. The company has onboarded hundreds of thousands of members since 2016 and is rapidly scaling its operations.
As Lead of Patient Access Programs, you will manage a team of Inbound and Enterprise Patient Access Specialists responsible for helping members enroll in patient assistance and drug savings programs. You report directly to the Manager of Patient Access Programs and will oversee day-to-day operations of a call center team delivering support across phone, email, and digital channels.
Key responsibilities include:
- Directly manage, coach, and mentor a team of Patient Access Specialists
- Recruit, hire, and onboard new team members with initial training and ongoing professional development
- Manage phone queue availability, workforce scheduling, and real-time resource allocation
- Serve as escalation point for complex, high-urgency cases from Enterprise clients, owning end-to-end resolutions
- Drive team performance against KPIs including First Call Resolution (FCR), queue SLAs, handle times, Quality Assurance scores, and member satisfaction
- Conduct regular 1:1s, call monitoring, and quality audits to ensure compliance with PHI and HIPAA regulations
- Identify and implement operational process improvements to eliminate bottlenecks and enhance the member experience
- Collaborate cross-functionally with Account Management, Clinical Strategy, Customer Support, and Operations on Enterprise account needs and policy updates
Required qualifications:
- At least 2 years of management/supervisory experience in healthcare, health insurance, specialty pharmacy, or PBM call center environments
- High school diploma, GED, or equivalent work experience
- Strong passion for mentoring and team development
- Solutions-oriented mindset with ability to navigate complex situations under pressure
- Excellent written and verbal communication skills
- Proficiency with Windows, G-Suite, MS Office, and call center telephony tools
Preferred qualifications:
- Bachelor's degree in Healthcare Administration, Business, or related field
- Experience helping patients navigate healthcare, pharmacy benefits, claims processing, or patient assistance programs
- CRM software experience (Salesforce preferred)
- Background in fast-growing startup environments
