Bilingual Customer Service Specialist

Primary Responsibilities:

• Conducts prescription refill reminder calls.

• Responsible for inbound and outbound patient phone calls.

• Facilitates patient-to-pharmacist consultations.

• Provides assistance with all patients needs and requests.

• Uses problem-solving skills to offer support to patients calling in; obtains and evaluates relevant information and provides quick resolutions to questions, concerns, and problems; provides follow-up when appropriate.

• Keeps records of client/customer interactions and transactions.

• Identifies and reports to direct supervisor on all call exceptions, positive or negative, and proposes actions, if necessary, to be taken in response to the exception.

• Supports the development of methods of communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of orders for patient requests and clients.

• Responsible for monitoring and processing all orders and requests received via the website and by assigned clients/customers, communicates and coordinates with the appropriate personnel.

• Works closely with direct supervisor to improve assigned customer experience on the website.

• Uses bi-lingual skills to interact and communicate orally and in writing with providers, patients, and others as needed.

• This position is office-based.

Professional Competencies:

• Participates in team meetings to ensure company service objectives are being met.

• Communicates all aspects that can assist the Sales Team as it relates to assigned customer retention and growth.

• Audits own performance and recommend objectives and standards of performance.

• Ability to learn MS Excel, Word, Outlook, Salesforce, CPR+.

• Maintains knowledge of and utilizes software to provide best-in-class customer service.

• Attention to detail with emphasis on organizational skills.

• Ability to work with all levels of internal management and staff, as well as outside clients and vendors.

Required Qualifications:

• HIPAA trained and/or the ability to work with and protect highly confidential patient and employee information

• Ability to speak another language fluently and read/write in the language

• Working knowledge of the healthcare industry

Educational Requirements:

High school diploma or equivalent 

Physical Requirements:

• Must be able to remain in a stationary position up to 90% of the time

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc., and traverse conferences, meetings, and remote events

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer

• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations

• The ability to observe details at close range (within a few feet of the observer)

Working Conditions:

Normal office environment.