Bilingual Member Support Specialist (Spanish)

SmithRx•Lehi, UT

4d•Hybrid

About The Position

Helping people is at the center of what we do at SmithRx. We are looking for a skilled candidate who can assist our members within our Member Support Team as a Bilingual Specialist. The ideal candidate writes and speaks Spanish fluently and professionally. They will also have an extensive background in customer service as a contact center representative and delivering world-class experiences. As a Bilingual Member Support Specialist, you will be instrumental in ensuring that members receive the best service possible regarding their pharmacy benefits.

Requirements

Must be located locally as the role is a hybrid of onsite and remote
Requires 100% attendance during training period
HS Diploma, GED or equivalent
2+ years solid experience working within call center(s) in a bilingual (Spanish & English) role required
Prior experience resolving complex issues within a call center environment is required
Proficiency in Mac, and Google Suite required
Active listening, conversational speaking skills, with a high degree of empathy
Adept multitasking skills
Excellent verbal and written communication skills
Passion for helping people

Nice To Haves

Prior experience with Salesforce Service Cloud, Talkdesk or other CRM tools is preferred
Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy is preferred

Responsibilities

Answer inbound calls and make outbound phone calls to and from members, physicians and pharmacies while delivering a world class member experience in both English and Spanish.
Follow-up, resolve, and document issues related to the member interaction.
Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
Educate members about their pharmacy benefits.
Deliver a one-call resolution to our members by resolving inquires to full solution
Demonstrate a patient centric mindset and a high sense of urgency to solve member requests.
Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA).
Work through complex triage pathways and identify the correct pathway to resolve customer issues.

Benefits

Competitive pay: $21.50 per hour
Highly competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance. SmithRx pays up to 90% for you and your family.
Fully paid Life insurance and Disability benefits
3 weeks PTO
401(k) Retirement Savings Program
Flexible Spending Benefits
Generous Paid Parental Leave benefits
Professional development, training and career growth opportunities
Well-stocked kitchen
Monday through Friday schedule with performance-based work from home model
Weekends and holidays are on a rotational basis