Bilingual Customer Service Specialist

Additional Considerations (if any):

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At Amber Specialty Pharmacy, our commitment to patient care is unmatched. Enjoy fulfillment in a career where you have the opportunity to make a positive impact on patients with complex and chronic conditions.

• Starting at $19.00/hour

• Bilingual Pay (must pass bilingual proficiency test)

• Full-Time; In-Office

• Hours: Rotating Shifts; M-F, 7:00 a.m. - 7:00 p.m.; Sat., 8:00 a.m. - 2:00 p.m.

• Six paid holidays

• Must pass post-offer, pre-employment drug background tests as allowed by state, federal, local ordinance, statutes and licensing/accreditation requirements.

Amber Specialty Pharmacy

Job Title: Patient Care Specialist, Bilingual

Department: Operations

FLSA: Non-Exempt

General Functions

Responsible for the day-to-day customer service activities and support of specifically assigned clients and customers. Responsible for inbound and outbound patient phone calls, prescription refill reminder calls, documentation of patient interaction, facilitation of patient-to-pharmacist consultations, patient enrollment functions, and assisting with patient needs and requests.

Reporting Relations

Reports to: Customer Care Center Manager

Direct Reports: None

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.

Equipment Used to Perform the Job:

Computers, keyboards, mouse, monitors, fax, and/or headsets for phone work. Software specific to the position, including but not limited to Microsoft Outlook and Skype. Must lift and traverse the area to move paper and supplies to use the equipment.

Contacts:

Frequently interact with co-workers, intradepartmental staff of the Company, managers, leaders, insurance providers, payers, vendors, and customers. This is a partial list of contacts and is subject to changes and alternatives.

Confidentiality:

The incumbent must maintain the confidentiality of personal information for the applications and licensing requirements, including any financial, strategic, or proprietary information. The Company does not consider this an exhaustive list of examples and may add or modify as deemed appropriate to the execution of the role.

Candidates must be able to pass a pre-employment drug test, background check, and health screening (if applicable).

Apply now and join our mission to provide exceptional patient care