Bilingual Customer Service Specialist

Amber Specialty Pharmacy•Omaha, NE

6d•Onsite

About The Position

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. This position is office-based and requires the use of bi-lingual skills to interact and communicate orally and in writing with providers, patients, and others as needed. The role involves day-to-day customer service activities and support of specifically assigned clients and customers, including 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.

Requirements

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
High school diploma or equivalent
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)
Must lift and traverse the area to move paper and supplies to use the equipment.
The incumbent must maintain the confidentiality of personal information for the applications and licensing requirements, including any financial, strategic, or proprietary information.
Candidates must be able to pass a pre-employment drug test, background check, and health screening (if applicable).

Nice To Haves

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.

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.