Pharmacy Customer Associate - Bilingual - BioPlus Specialty Pharmacy

Elevance Health•Lake Mary, FL

13d•Hybrid

About The Position

BioPlus Specialty Pharmacy, a proud member of the Elevance Health family, is seeking a Pharmacy Customer Associate - Bilingual. This role is responsible for responding to basic customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions. The position involves developing and maintaining positive customer relations, interacting with various internal and external customers, completing necessary research for proactive solutions, and displaying ownership of service requests to ensure high-quality resolution and follow-through. Associates will support and guide customers with their personal options and decisions, helping them become knowledgeable and confident about using available technology, tools, and resources. The role requires the ability to multi-task, handling calls, texts, facsimiles, and electronic queues simultaneously while taking notes and speaking to customers. Additional expectations include maintaining focus during extended periods of sitting, handling multiple tasks in a fast-paced, high-pressure environment, strong verbal and written communication skills, attentiveness to detail, critical thinking, problem-solving, empathy, persistence, and comfort with digital tools and platforms. Associates 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.

Nice To Haves

High volume call center experience.
Specialty pharmacy experience.
Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Responsibilities

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.
Performs other duties as assigned.