Advance Academy Associate

Job Title: Advance Academy Associate

Employer: AssistRx

Department: Patient Solutions

Reports to: Manager, Patient Solutions

Effective Date: Requires Review 2026

Position Description: 

Performs entry-level customer service work. Work involves providing external customer service support by receiving and responding to inquiries for information and/or program services. Works under close supervision with specific tasks assigned for completion. Representatives must display the qualities of customer service, professionalism, patience, and a people–first attitude with each task performed. Candidate must complete a 4-week course of training and education with a focus on general healthcare processes related to becoming a Health Care Associate at AssistRx. Content is focused on rules and regulations pertaining to handling the patient's Protected Health Information (PHI), Pharmacy Benefit Structure, and understanding the similarities and differences between Commercial Insurance and Government Insurance programs.

• Collaborate with other call center representatives to improve customer service.
• Guide callers through requirements to process a pharmacy benefit investigation.
• Field customer calls to provide complete and accurate answers to all queries and concerns.
• De-escalation support and resolution for dissatisfied customers
• Performs other related duties as needed.

Basic Qualifications:

• 3+ years working in a direct-to-consumer or customer environment.
• High School diploma or equivalency required.
• Ability to learn quickly, multi-task, and have basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Positive demeanor and clear understanding of professional boundaries with clients (empathetic, responsive, patient, and conscientious).
• An aptitude for conflict resolution, problem-solving, and negotiation
• Ability to follow explicit directives.
• Intrinsic motivation, client-driven service disposition, excellent time management skills, team approach, and basic computer skills.
• Schedule flexibility with holiday and weekend rotation may be required.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.

Preferred Qualifications:

• 2 years of higher learning education
• Previous work experience in a highly dynamic and changing environment.