Pharmacy Customer Associate - Bilingual - BioPlus Specialty Pharmacy

Elevance Health•Lake Mary, FL

12d•Hybrid

About The Position

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. Develops and maintains positive customer relations and coordinates with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner. Interacts with internal and external customers (could include 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. Completes necessary research to provide proactive, thorough solutions. Displays ownership of service requests ensuring high-quality resolution and follow-thru. Supports and guides the customer with their personal options and decisions and helps the customer become knowledgeable and confident about using technology, tools and resources available to them. Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. Additional expectations to include but not limited to: 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. Performs other duties as assigned.

Requirements

Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
Bilingual (Spanish) or multi-language skills required.
Must be able to pass a validated language test/assessment.
Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Nice To Haves

High volume call center experience.
Specialty pharmacy experience.

Responsibilities

Responding to basic customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions.
Developing and maintaining positive customer relations and coordinating with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner.
Interacting with internal and external customers (could include 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.
Completing necessary research to provide proactive, thorough solutions.
Displaying ownership of service requests ensuring high-quality resolution and follow-thru.
Supporting and guiding the customer with their personal options and decisions and helping the customer become knowledgeable and confident about using technology, tools and resources available to them.
Handling calls, texts, facsimines, and electronic queues, while simultaneously taking notes and speaking to customers.
Maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
Demonstrating empathy and persistence to resolve caller issues completely.
Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
Performing other duties as assigned.