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Support Specialist, Escalations

Company: GoodRx Holdings, Inc.
Location: Santa Monica
Posted on: November 17, 2021

Job Description:

GoodRx is America's healthcare marketplace. Each month, 20 million people visit to find reliable health information and discounts for their healthcare - and we've helped people save $30 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others. Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans. We're committed to growing and empowering a more inclusive community within our company and industry. That's why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel. With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don't necessarily check every box outlined in the job description. Please still get in touch - we'd love to connect and see if you could be good for the role! About the Role: GoodRx is looking for an extremely smart and capable Support Specialist to ensure that the millions of consumers using our service are having an exceptional support experience. GoodRx is America's leading prescription price transparency platform and offers clear and simple solutions that help people afford life-saving medications. The ideal candidate will have customer facing experience - preferably with experience working with prescription drugs, pharmacies, and pharmacy benefit managers to help 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. This individual should have experience working across teams at different sites. Responsibilities: * Research, resolve issues and follow up with customers * Become a subject matter expert on pharmacy transactions and drug pricing * Prepare and deliver timely, accurate and organized customer issue reports to management and vendors * Ensure proper documentation of all escalation processes and content updates * Work closely with a team of outsourced customer service representatives * Manage relationships with vendors to ensure timely resolution of customer issues * Work closely with vendors on best practices and new initiatives around providing amazing customer support * Be consistently excited about providing world-class support to millions of users every month Skills & Qualifications: * Personable demeanor with a "can do" attitude and takes pride in helping customers * Call center and/or customer support experience * Experience using 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 * Good written and oral communication skills; strong interpersonal communication * Thrives in a close-knit team and companywide cross-functional teams * Enjoys flexing their problem solving and analytical skills whenever applicable * Bonus: Experience with call center operations, experience working with third party call center vendors GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $30 billion using GoodRx and 20 million consumers visit each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit

Keywords: GoodRx Holdings, Inc., Santa Monica , Support Specialist, Escalations, Other , Santa Monica, California

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