Vice President, Member Services

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