Pharmacy Customer Associate - Bilingual - BioPlus Specialty Pharmacy

Elevance Health•Las Vegas, NV

1d•Hybrid

About The Position

BioPlus Specialty Pharmacy, a proud member of the Elevance Health family, offers an unparalleled level of service focused on whole health through distinct clinical expertise, digital capabilities, and broad access to specialty medications. The Pharmacy Customer Associate I-Bilingual is responsible for responding to basic customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions. This role involves developing and maintaining positive customer relations, coordinating with internal functions for timely resolution of customer requests, and interacting with various internal and external stakeholders including subscribers, providers, and other Blue Cross Plans. Associates will conduct necessary research to provide proactive, thorough solutions, display ownership of service requests, and guide customers with their personal options and decisions, empowering them to confidently use available technology, tools, and resources. The position requires the ability to multi-task in a fast-paced environment, handling calls, texts, faxes, and electronic queues while simultaneously taking notes and speaking with customers. Key attributes include proficiency in maintaining focus during extended periods of sitting, strong verbal and written communication skills, attentiveness to detail, critical thinking, problem-solving abilities, empathy, persistence, and comfort with digital tools and platforms.

Requirements

High school diploma or equivalent.
Previous experience in an automated customer service environment.
Bilingual (Spanish) or multi-language skills required.
Must be able to pass a validated language test/assessment.
Ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
Strong verbal and written communication skills, both with virtual and in-person interactions.
Attentive to details, critical thinker, and a problem-solver.
Demonstrates empathy and persistence to resolve caller issues completely.
Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.

Nice To Haves

High volume call center experience.
Specialty pharmacy experience.
Strong oral, written and interpersonal communication skills.
Problem-solving skills.
Facilitation skills.
Analytical skills.

Responsibilities

Respond to basic customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions.
Develop and maintain positive customer relations.
Coordinate with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner.
Interact with internal and external customers (subscribers, providers, group or benefit administrators, physician offices, third party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support.
Complete necessary research to provide proactive, thorough solutions.
Display ownership of service requests ensuring high-quality resolution and follow-thru.
Support and guide the customer with their personal options and decisions.
Help the customer become knowledgeable and confident about using technology, tools and resources available to them.
Multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Perform other duties as assigned.