Patient Advocate, Quality Assurance

We are a 200+ person team funded by top-tier firms, based in Santa Monica, CA with satellite offices in San Francisco. We are a low-key but tight-knit group of hard-working people working to fix America's broken healthcare system. Americans spend over $400 billion per year on prescriptions and too many people simply can't afford the medications they desperately need. Join GoodRx and help us solve meaningful problems that help us make people’s lives better every day.

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 America’s leading prescription price transparency platform. More than 8 million people use the GoodRx website and our mobile apps each month. GoodRx helps consumers save up to 80% on their medications by delivering prices and available discounts at nearly every pharmacy in the U.S. Thousands of physicians and employees use GoodRx, and its services have been positively reviewed by Good Morning America, the American Heart Association, The New York Times, ABC News, AARP, Forbes and many others.

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