Pharmacy Network Support Associate

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: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new.

• Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always.

• Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise.

Job Summary:

The Pharmacy Network Team serves as the strategic link between our members and high-quality care. We manage the end-to-end lifecycle of our pharmacy partnerships - balancing competitive pricing and network strategy with rigorous credentialing and regulatory compliance. By fostering collaborative provider relations, we minimize operational complexity and optimize health outcomes, serving as a critical pillar in the SmithRx mission to navigate the evolving healthcare landscape.

The Pharmacy Network Support Associate role involves supporting the Pharmacy Network Team in day-to-day tasks, managing relationships between pharmacies and network providers, onboarding new pharmacies, and providing support to existing pharmacies. The position requires close collaboration with valued pharmacy partners and internal cross-functional teams within the SmithRx organization. This role serves as a key point of contact for resolving internal and external escalations efficiently to maintain seamless service across the network.

What you will do:

• Building and maintaining strong relationships with pharmacy providers, addressing escalations, and facilitating effective communication between the pharmacy and the organization.

• Manage and resolve pharmacy escalations by gathering the necessary information, collaborating with internal teams, and coordinating subsequent follow-up communications.

• Resolving any issues or conflicts that arise between the organization and pharmacy providers. This may involve investigating complaints, conducting root cause analysis, and working collaboratively with internal teams and providers to find effective solutions.

• Helps orchestrate incoming communications within the Pharmacy Network Distribution inbox, ensuring inquiries are accurately triaged, tracked, and resolved within a timely fashion.

• Act as the administrative owner of the Pharmacy Network Jira board, routing tasks to the appropriate teams to ensure swift resolution of network issues according to established SLAs.

• Assists in managing the end-to-end network satisfaction survey, preparing materials and targeted questions, distributing to external partners, monitoring response rates and translating feedback into actionable improvement plans.

• Escalate pharmacy concerns internally and to help solve complex issues.

• Assist with building out a Knowledge Base and contribute to our ongoing process improvement efforts.

What you will bring to SmithRx:

• High school diploma or equivalent is required. Some college coursework or a relevant certification is a plus.

• 1-2 years of focused administrative support experience in a healthcare, compliance, or credentialing environment is highly preferred.

• Exceptional organizational skills and meticulous attention to detail, with a proven ability to manage multiple priorities and meet tight deadlines in a fast-paced setting.

• Strong proficiency in Google Workspace and Microsoft Office Suite (especially MS Excel/Google Sheets) and the ability to rapidly learn new enterprise software (e.g., Jira).

• Outstanding written and verbal communication skills essential for clear correspondence with network providers and internal stakeholders.

• A self-driven, motivated, and highly proactive individual who takes initiative to anticipate needs and problem-solve independently.

• Proven capacity to identify and resolve complex administrative issues, escalate concerns appropriately, and recommend effective process improvements.

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

• Paid Company Holidays

• Wellness Benefits

• Commuter Benefits

• Paid Parental Leave benefits

• Employee Assistance Program (EAP)

• Well-stocked kitchen in office locations

• Professional development and training opportunities