Bilingual Customer Service Specialist

Hy-Vee, Inc.•Omaha, NE

8d•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. The role handles inbound and outbound patient calls, prescription refill reminders, patient interaction documentation, patient-to-pharmacist consultations, enrollment functions, and assistance with patient needs and requests. The position is office-based and uses bilingual oral and written communication with providers, patients, and others as needed. The specialist monitors and processes orders and requests received through the website and from assigned clients or customers, coordinating with appropriate personnel and pharmacy operations to support timely and accurate fulfillment. The role also works with the direct supervisor to improve the assigned customer experience on the website and helps support customer retention and growth.

Requirements

High school diploma or equivalent.
Fluency in another language, including the ability to speak, read, and write in that language.
HIPAA training and/or the ability to handle and protect highly confidential patient and employee information.
Working knowledge of the healthcare industry.
Ability to learn MS Excel, Word, Outlook, Salesforce, and CPR+.
Attention to detail and organizational skills.
Ability to work with internal management and staff at all levels, as well as external clients and vendors.
Ability to remain stationary for up to 90% of the time.
Ability to occasionally move around the office, access file cabinets and office machinery, and traverse areas for conferences, meetings, and remote events.
Ability to operate a computer and office productivity equipment, including a calculator, copy machine, and computer printer.
Ability to communicate information clearly and exchange accurate information.
Ability to observe details at close range.
Ability to lift and move paper and supplies to use equipment.
Must pass the required pre-employment drug test, background check, and health screening if applicable.

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.
Use problem-solving skills to evaluate relevant information, resolve patient questions and concerns, and provide follow-up when appropriate.
Maintain records of client and customer interactions and transactions.
Identify and report call exceptions to the direct supervisor and propose responses when necessary.
Support communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of patient requests 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 help ensure company service objectives are met.
Communicate information that can assist the Sales Team with customer retention and growth.
Audit own performance and recommend performance objectives and standards.
Maintain confidentiality of personal, financial, strategic, and proprietary information.