Bilingual Customer Service Specialist

Hy-Vee, Inc.•Omaha, NE

2d•$19•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. 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. Join Amber Specialty Pharmacy, where independent thinking and individualized care are the cornerstones of our dynamic approach in the specialty pharmacy and infusion services industry. As a wholly owned subsidiary of Hy-Vee, Inc., we stand at the forefront of healthcare innovation, headquartered in Omaha and serving patients nationwide. Our commitment to exceptional patient care is unparalleled. We specialize in managing rare and chronic conditions, in categories like organ transplant, oncology, and more. With unwavering dedication, we provide comprehensive clinical support and patient management, ensuring each individual's unique needs are met. What sets us apart is our commitment to core family values. At Amber Specialty Pharmacy, we uphold a tradition of respect and dignity for both patients and employees alike. Our passionate team delivers specialized care with honesty and compassion, making a positive impact on the lives we touch. If you're seeking a fulfilling career that aligns with your values and allows you to make a meaningful difference in the lives of patients, join us at Amber Specialty Pharmacy. Together, we'll continue our legacy of exceptional care and innovation.

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

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