Bilingual Customer Service Specialist

Amber Specialty Pharmacy•Omaha, NE

7d•Onsite

About The Position

The Patient Care Specialist, Bilingual is responsible for day-to-day customer service activities and support for assigned clients and customers at Amber Specialty Pharmacy. The role handles inbound and outbound patient calls, prescription refill reminders, documentation of patient interactions, patient enrollment, patient requests, and facilitation of consultations between patients and pharmacists. The position uses bilingual oral and written communication to assist providers, patients, and others as needed, and coordinates with pharmacy operations to support timely and accurate fulfillment of orders. This is a full-time, office-based position with rotating shifts. Stated hours are Monday through Friday, 7:00 a.m. to 7:00 p.m., and Saturday, 8:00 a.m. to 2:00 p.m. The starting rate is $19.00 per hour, with bilingual pay available after passing a proficiency test. The role reports to the Customer Care Center Manager and has no direct reports.

Requirements

High school diploma or equivalent.
Fluency in another language, including the ability to speak, read, and write in that language; bilingual proficiency test required for bilingual pay.
HIPAA training or the ability to work with and protect highly confidential patient and employee information.
Working knowledge of the healthcare industry.
Attention to detail and organizational skills.
Ability to work with internal management and staff at all levels, as well as outside clients and vendors.
Ability to learn MS Excel, Word, Outlook, Salesforce, and CPR+.
Ability to pass required pre-employment drug and background tests, along with a health screening if applicable, subject to applicable laws and requirements.
Ability to remain in a stationary position for up to 90% of the time, occasionally move about the office, operate a computer and other office productivity equipment, communicate information clearly, exchange accurate information, and observe details at close range.
Ability to lift and move paper and supplies to use equipment.

Responsibilities

Conduct prescription refill reminder calls.
Handle inbound and outbound patient phone calls.
Facilitate patient-to-pharmacist consultations.
Assist patients with their needs and requests, using problem-solving skills and providing follow-up when appropriate.
Document client and customer interactions and transactions.
Identify and report call exceptions to the direct supervisor and propose actions when necessary.
Support communication and coordination with pharmacy operations to help ensure timely and accurate fulfillment of patient and client orders.
Monitor and process orders and requests received through the website and from assigned clients or customers, coordinating with appropriate personnel.
Work with the direct supervisor to improve the assigned customer experience on the website.
Use bilingual skills to communicate orally and in writing with providers, patients, and others as needed.
Participate in team meetings to support company service objectives.
Communicate information that may assist the Sales Team with assigned customer retention and growth.
Audit personal performance and recommend performance objectives and standards.
Maintain knowledge of and use applicable software to provide customer service.
Maintain confidentiality of personal, financial, strategic, and proprietary information.