Bilingual Customer Service Specialist (Amber Specialty Pharmacy)

Hy-Vee, Inc.•Omaha, NE

2d•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 responsible for the day-to-day customer service activities and support of specifically assigned clients and customers. Responsibilities include 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
Ability to learn MS Excel, Word, Outlook, Salesforce, CPR+
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.
Must pass post-offer, pre-employment drug background tests as allowed by state, federal, local ordinance, statutes and licensing/accreditation requirements.
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.