Patient Advocate, Quality Assurance
At GoodRx, we believe that all Americans should have access to convenient and affordable healthcare. As a nation, we spend about $3.5 trillion annually on our healthcare, but too many Americans don't get the care they need and prices just keep rising. We started with prescriptions, and we've helped over 100 million Americans save over $15 billion to date. Now, we're aiming to tackle all of healthcare. GoodRx is a profitable business funded by top-tier investors; we're based in Santa Monica with additional offices around the country. We're a low-key and tight-knit group that likes to find new ways to fix problems. If you share our belief that you can do well by doing good, let's talk.
About the Role
GoodRx is looking for an extremely smart and capable Patient Advocate, Quality Assurance to ensure our customers have an exceptional support experience. The ideal candidate will have customer facing experience - preferably with experience working with prescription drugs, pharmacies, and pharmacy benefit managers - helping individuals fill their prescriptions correctly. This individual should possess a deep understanding of what it takes to keep customers/members not just satisfied, but delighted.
Responsibilities:
- Monitor and assess call and email support channels
- Prepare and deliver timely, accurate and organized quality reports to management and vendors
- Ensure proper documentation of all processes and content updates
- Coordinate and facilitate call calibrations sessions for call center vendor
- Manage relationships with vendor to ensure timely resolution of customer issues
- Work closely with vendors on best practices and new initiatives around providing amazing customer support
Skills & Qualifications:
- Personable demeanor with a “can do” attitude and takes pride in helping customers
- 2+ years call center and/or customer support experience
- Excellent communication and comfort work with remote teams
- Familiarity with Zendesk and ZenDesk talk
- Desire to work in a fast-paced environment, that evolves with customer needs
- The ability to understand complex situations and drive to a meaningful outcome
- Enjoys flexing their problem solving and analytical skills whenever applicable
- Bonus: Experience with call center quality assurance, experience working with third party call center vendors
About GoodRx
GoodRx is the country's leading marketplace for affordable and convenient healthcare. The company offers the most comprehensive and accurate resource for prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast. More than 12 million consumers use GoodRx each month to find current prices and discounts for their medications. Since 2011, Americans with and without health insurance have saved more than $15 billion using GoodRx – more than $5 billion in 2019 alone. With GoodRx Care, Americans can get an online medical visit with a skilled physician for fast and easy treatment, prescriptions, and lab tests for routine medical issues. GoodRx is the #1 medical app on the iOS and Android app stores and tens of thousands of doctors recommend GoodRx to their patients. For more information, visit www.goodrx.com.