Vice President, Member Services

Job Description

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

Integrity: Always operate with honesty and transparency so we earn the trust of our clients.

Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.

Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

As the Vice President of Member Services, you will be instrumental in driving a differentiated and transformative member experience through our Member Support, Connect, and Clinical Review teams. We believe an excellent member experience is the lynchpin between happy users and a best-in-class product. In healthcare specifically, exceptional customer service is of the utmost importance, as it enables members to access the appropriate care at the lowest cost. You will be responsible for the strategy and execution of our member experience and the operational performance of the teams that directly interact with and support SmithRx's members.

You will bring strong healthcare industry, call center, and product knowledge. You will act as the internal champion and quarterback, coordinating the cross-functional approach required for sustained success and growth. Key focus areas include creating an exceptional member experience, setting strategy and operational rigor to enable an outstanding member experience, and fostering an inspiring team environment. Critical to success will be driving cross-functional collaboration and communication across finance, legal, sales, customer success, and engineering/ product management to facilitate needed resources, support, and success.

What you will do:

Develop and implement a Member Services strategy that effectively addresses member needs, creates an exceptional member experience, and drives customer advocacy

Drive operational excellence and deliver higher quality outcomes more consistently for our members with greater efficiency and scalability

Drive automation, efficiency, and scalability to improve access to and quality of support across our member base

Track and report on key team metrics to support executive decision-making

Evolve and manage the Member Support, Connect, and Clinical Review functions

Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities, and coaching leaders within your to uncover their highest potential

Accountable for member/customer satisfaction

Support and attend client-facing meetings as a SME

Develop strong internal relationships with executive leadership, key stakeholders, and peers in other functions to resolve cross-functional issues resolution

Collaborate with the sales to provide information in support of RFP documents

Identify and execute process improvements on an ongoing basis with a focus on improving member experience, employee satisfaction, and retention

Identify, evaluate, and implement technology tools and resources

Budget responsibility, including forecasting and managing staffing, including but not limited to interviewing, hiring, training, and retention

Cultivate a customer-centric culture where team members feel connected to our members and understand their role in providing an excellent member experience

Work closely with our R & D team to provide feedback and insights to improve product strategy

Collaborate with Marketing to celebrate members' success through advocacy and cross-customer interactions

Some travel may be required

What you will bring to SmithRx:

Bachelor's Degree in Business, Healthcare, or a related field required

Healthcare experience highly desired

Extensive senior leadership experience (15+ years) in member/customer experience, operational and support roles

P&L responsibility experience

In-house and out-sourced customer service operations experience; quality and training, escalations, workforce management, technical product issue resolution

In-depth working knowledge of the healthcare ecosystem, operations, and departments, with a strong emphasis on and understanding of financial management, strategic planning, member experience, quality assessment and improvement, risk management, and human resource management

Ability to work independently as well as part of an extended, remote, cross-functional team

Conflict resolution skills

Empathetic communicator with a consultative approach, able to see things from other person's point of view

Robust analytical skills; advanced skills in Microsoft Excel

Experience with Excel and data analysis

Exceptional communication skills, including experience presenting at the C-suite level

A self-starter mentality: the ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments

Execution-focused ethos - you are a solutions-oriented problem solver and efficiency-driven

Flexible, adaptable, and able to respond under the pressure of a fast-paced technology company

What SmithRx Offers You:

Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance

Flexible Spending Benefits

401(k) Retirement Savings Program

Short-term and long-term disability

Discretionary Paid Time Off

12 Paid Holidays

Wellness Benefits

Commuter Benefits

Paid Parental Leave benefits

Employee Assistance Program (EAP)

Well-stocked kitchen in office locations

Professional development and training opportunities

Full-time