Implementation Support Specialist

About SmithRx

SmithRx is a rapidly growing, venture-backed Health-Tech company with a mission to disrupt the Pharmacy Benefit Management (PBM) sector. We are building a next-generation drug acquisition platform driven by cutting-edge technology, innovative cost-saving tools, and best-in-class customer service. Since 2016, we have onboarded hundreds of thousands of members, demonstrating the strong resonance of our solution with clients nationwide. We foster a mission-driven and collaborative culture that inspires our employees to do their best work. We are dedicated to transforming the U.S. healthcare system. Our core values guide us:

• Integrity: Unwavering honesty and dependability drive our actions, empowering us to challenge the status quo ethically.
• Courage: We face challenges with grit and resilience, embracing the unknown through autonomy, empathy, ownership, and vulnerability.
• Together: Our shared values bind us, reflecting the strength of our partnerships and team commitment.

Job Summary

SmithRx is seeking an Implementation Support Specialist to join our Customer Success team. This role is crucial for supporting core implementation functions and ensuring the high quality of the SmithRx product. As an Implementation Support Specialist, you will assist Implementation Team Members throughout the implementation plan and project phase, serving as the main point of contact for external clients (TPAs) for new group implementations.

What You Will Do

• Serve as the primary point of contact for TPAs regarding new group implementations.
• Gather TPA requirements, including points of contact, due dates, account structures, group numbers, invoicing details, and eligibility files.
• Document all gathered requirements using standard project templates and tools.
• Assist Implementation Managers and Analysts with project tasks throughout the new group implementation lifecycle.
• Maintain a detailed project plan and an open items log for project monitoring.
• Manage daily coordination and task management for a pod of Implementation Managers/Specialists to maintain productivity.
• Perform administrative tasks, including data entry for new group implementations within applicable systems.
• Build client profiles utilizing the CRM tool.
• Act as a liaison between the internal contracting team and the Implementation Team.
• Act as a liaison between the internal invoicing team and the Implementation Team.
• Provide go-live support to Implementation Managers, Analysts, and TPAs.
• Participate in post-go-live discussions to identify and improve performance opportunities.
• Engage in the new group implementation lifecycle and attend internal/external client meetings.
• Organize high-volume tasks and meet deadlines or project milestones.
• Demonstrate attention to detail in all project requirements to meet client needs.
• Exhibit self-starter qualities and take initiative.

What You Will Bring to SmithRx

• Bachelor's degree or equivalent work experience preferred.
• Healthcare and/or pharmacy experience strongly preferred.
• Experience coordinating complex tasks across multiple projects and clients.
• Experience in a customer service role.
• Corporate experience preferred.
• Proficiency in Microsoft Office required.
• Proficiency in the Google platform/apps preferred.
• Proficiency using Salesforce.
• Strong communication skills (face-to-face, conference calls, written correspondence).
• Strong team orientation and desire to succeed.
• Flexibility, adaptability, and ability to perform under pressure in a fast-paced tech environment.
• Ability to manage multiple projects and tasks with grace, efficiency, and ownership.
• Ability to work with tight deadlines and solve for near-term deliverables.

What SmithRx Offers You

• Highly competitive wellness benefits (Medical, Pharmacy, Dental, Vision, Life, AD&D Insurance).
• 3 Weeks Paid Time Off.
• Paid Company Holidays.
• Paid Parental Leave Benefits.
• Flexible Spending Benefits.
• 401(k) Retirement Savings Program.
• Short-Term and Long-Term Disability.
• Wellness Benefits.
• Commuter Benefits.
• Employee Assistance Program (EAP).
• Well-stocked Kitchen In Office Locations.
• Professional Development and Training Opportunities.

Key skills/competency

Implementation Support, Client Relations, Project Coordination, Healthcare Technology, Pharmacy Benefits Management, Customer Success, Salesforce, Microsoft Office, Google Workspace, TPA Management.