Healthcare Associate Customer Service Representative

Job Description

About AssistRx Academy

AssistRx Academy is a structured career-launch initiative designed to empower individuals seeking a career change, and those without prior healthcare experience to begin a meaningful career in the healthcare industry.

Through a four-week paid training program, participants receive comprehensive instruction in healthcare operations, patient services, and compliance fundamentals. Upon successful completion of the Academy, participants are offered full-time employment as a Customer Service Representative supporting one of AssistRx’s client programs.

This initiative serves as a gateway to long-term career growth and advancement within AssistRx and the broader healthcare ecosystem.

Position Summary

The Healthcare Associate – AssistRx Academy is a passion-driven customer service role designed for individuals beginning their healthcare career journey. Participants will complete a four-week training and education program focused on healthcare fundamentals, patient support, and compliance requirements.

Following training, Associates provide external customer service support by receiving and responding to program-related inquiries, assisting with pharmacy benefit investigations, and supporting patients and providers while handling Protected Health Information (PHI). This role works under close supervision with clearly defined tasks and performance expectations.

Successful candidates demonstrate professionalism, empathy, patience, and a people-first mindset in all interactions.

Academy Training Focus (4 Weeks)

Participants will complete instructor-led and hands-on training covering:

• Healthcare industry fundamentals and AssistRx program operations
• Rules and regulations related to handling Protected Health Information (PHI)
• Pharmacy benefit structures and benefit investigation processes
• Differences between Commercial Insurance and Government Insurance programs
• Customer service best practices, call handling, and de-escalation techniques
• Systems navigation and documentation standards

Completion of the Academy is required for conversion into a full-time Healthcare Associate role.

Essential Duties & Responsibilities

• Provide accurate, timely, and professional customer service support to patients, providers, and partners
• Respond to inbound inquiries related to healthcare programs and pharmacy benefit investigations
• Guide callers through program requirements and next steps
• De-escalate and resolve customer concerns with empathy and professionalism
• Collaborate with other call center representatives to improve service quality and consistency
• Maintain compliance with HIPAA and internal data protection standards
• Document interactions accurately within designated systems
• Perform other related duties as assigned

Career Path & Growth

Completion of AssistRx Academy positions Associates for ongoing development and advancement within Patient Solutions and other AssistRx career pathways, including senior customer service roles, quality, training, and leadership opportunities.

• Basic Qualifications

  • High School Diploma or equivalent (required)
  • Minimum of 3 years experience in a direct-to-consumer, customer service, or client-facing environment
  • Ability to complete and successfully pass the 4-week AssistRx Academy training program
  • Strong communication skills with a positive, professional demeanor
  • Ability to learn quickly, multi-task, and adapt in a fast-paced environment
  • Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
  • Demonstrated aptitude for problem-solving, conflict resolution, and negotiation
  • Ability to follow explicit instructions and adhere to structured workflows
  • Reliable attendance and punctuality
  • Schedule flexibility, including potential holiday and weekend rotations

• Preferred Qualifications

  • Two (2) years of post-secondary education
  • Previous experience in a highly dynamic or rapidly changing environment
  • Exposure to healthcare, insurance, or regulated service environments (preferred, not required)

• Core Competencies

  • Customer Focus & Empathy
  • Professionalism & Integrity
  • Attention to Detail & Compliance
  • Time Management & Reliability
  • Team Collaboration
  • Adaptability & Resilience

• Supportive, progressive, fast-paced environment

• Competitive pay structure

• Matching 401(k) with immediate vesting

• Medical, dental, vision, life, & short-term disability insurance

Why Choose AssistRx:

• Preloaded PTO: 100 hours (12.5 days) PTO upon employment, increasing to 140 hours (17.5 days) upon anniversary.
• Tenure vacation bonus: $1,000 upon 3-year anniversary and $2,500 upon 5-year anniversary.
• Impactful Work: Join a team that is at the forefront of revolutionizing healthcare by improving patient access to essential medications.
• Flexible Culture: Many associates earn the opportunity to work from home after 120 days. Enjoy a flexible and inclusive work culture that values work-life balance and diverse perspectives.
• Career Growth: We prioritize a “promote from within mentality”. We invest in our employees’ growth and development via our Advance Gold program, offering opportunities to expand skill sets and advance within the organization.
• Innovation: Contribute to the development of groundbreaking solutions that address complex challenges in the healthcare industry.
• Collaborative Environment: Work alongside talented professionals who are dedicated to collaboration, learning, and pushing the boundaries of what’s possible. Tell your friends about us! If hired, receive a $750 referral bonus!

Wondering how we recognize our employees for delivering best in class results? Here are some of the awards that our employees receive throughout the year!

• #TransformingLives Honor: This quarterly award program is a peer to peer honor that recognizes and highlights some of the amazing ways that our team members are transforming lives for patients on a daily basis.
• Values Award: This quarterly award program recognizes individuals who exhibit one, or many, of our core company values; Excellence, Winning, Respect, Inspiration, and Teamwork.
• Vision Award: This annual award program recognizes an individual who has gone above and beyond to support the AssistRx vision to transform lives through access to therapy.

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire.