Member Advocate - PBM

Maxor National Pharmacy Services, LLC

Member Advocate handling complex customer inquiries with empathy and professionalism for VytlOne, a pharmacy solutions partner. Providing personalized support and maintaining member relationships while meeting performance metrics.

Posted 7/8/2026full-timeRemote • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $17 - $23 per hourWebsite

About the role

Key responsibilities & impact

Field complex inbound inquiries, emails, and chat messages with professionalism and empathy.
Efficiently and creatively resolve customer complaints, escalating complex issues to the appropriate channels when necessary.
Maintain deep job and service knowledge to confidently and accurately educate and serve members according to VytlOne standards.
Meet or exceed key performance metrics to include, but not limited to: QA Scores Member Satisfaction Survey Scores Average Handle Time (AHT) Schedule Adherence Attendance Standards.
Remain flexible and composed while navigating different member personalities, unpredictable call volumes, and changing procedures.
Maintain meticulous and accurate records of customer interactions within the CRM and AI tools, contributing valuable data for process improvement.
Proactively identify trends in customer feedback and issues, providing insights to management to streamline processes and enhance the member experience.
Partner with AI-powered tools to access real-time information, generate call summaries, and personalize member interactions.
Maintain an open line of communication with all team members, including Member Services Management, and Lead Member Advocate.
Attend and participate in programs and meetings required by VytlOne and/or Member Services Department.
Comply with VytlOne’s Ethical Business Conduct policy and VytlOne’s Compliance Program. Perform other job-related duties as assigned.

Requirements

What you’ll need

2+ years Pharmacy or Health Care customer service experience.
Experience with PBM Contact Center, Chat Support, AI and CRM technologies.
Empathy and emotional intelligence: Strong interpersonal skills to build rapport, actively listen, and tailor service to member emotions and intent.
Communication skills: Excellent verbal and written communication skills, with a professional, collaborative, and friendly demeanor.
Problem-solving aptitude: A proactive and efficient problem-solver who can think through complex situations and offer creative, effective solutions.
Coachable mindset: Must be open to receiving feedback on performance which will be provided by the quality team, team leads, supervisors, manager and VP.
Technical competency: Proficiency with computers and the ability to navigate multiple systems simultaneously, including CRM, AI tools, and Contact Center software.
Resilience: The ability to manage stress and stay composed, especially in challenging situations.
Reliability: Punctuality and dependable attendance are essential to meet operational needs.
Adaptability: Ability to learn new skills, tasks, and technology.
Team Oriented: Strong ability to integrate into a team environment, collaborate with diverse work styles, and positively contribute to organizational culture.
AI proficiency: A tech-forward mindset and the ability to leverage AI-powered platforms and digital tools to enhance efficiency.

Benefits

Comp & perks

Comprehensive mental health and wellbeing resources
Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
Company-paid basic life/AD&D, short-term and long-term disability insurance
Rx, dental, vision, other voluntary benefits, and FSA
Employer-matched 401k Plan
Industry-leading PTO plan
And more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ServiceProblem-SolvingTechnical CompetencyData AnalysisPerformance Metrics

Soft Skills

EmpathyEmotional IntelligenceResilienceAdaptabilityTeam Oriented