Bilingual Customer Support Specialist (Onsite-Chesterfield)

United States·Chesterfieldmid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Receive inbound phone calls to resolve routine and new issues with patients,

Requirements Summary

Bilingual proficiency required: Spanish, Cantonese, Korean, or Vietnamese, with strong command of the English language High school diploma or GED required,

Technical Tools

Customer Support SpecialistCustomer

What We Offer

~3 min read

✓Health, Dental & Vision – Multiple plan options from day 1

✓Well-being Support – Employee Assistance Program with counseling, wellness coaching, legal/financial advice, and more

✓Vacation – Accrue up to 80 hours (2 weeks) in year one

✓Paid Sick Time – 40 hours per year

✓Holidays – 9 paid holidays + 2 floating holidays per year

✓Parental Leave – 12 weeks paid (birthing) / 4 weeks paid (non-birthing), including adoption and foster placement

✓401(k) – Traditional and Roth options

✓Life & Disability Insurance – Provided at no cost

✓Commuter Benefits – Free onsite parking + pre-tax commuter FSA+ Free shuttle service (Pittsburgh, PA only)

✓Snack & Drink Stipend – Daily at all pharmacy locations

✓Health, Dental & Vision – Multiple plan options that begin from day 1

✓Well-being Support – Employee Assistance Program with counseling, wellness coaching, legal/financial advice, and more

✓Vacation – Accrue up to 80 hours (2 weeks) in year one

✓Paid Sick Time – 40 hours per year

✓Holidays – 9 paid holidays + 2 floating holidays per year

✓Parental Leave – 12 weeks paid (birthing) / 4 weeks paid (non-birthing), including adoption and foster placement

✓401(k) – Traditional and Roth options

✓Life & Disability Insurance – Provided at no cost

✓Commuter Benefits – Free onsite parking + pre-tax commuter FSA+ Free shuttle service (Pittsburgh, PA only)

✓Snack & Drink Stipend – Daily at all pharmacy locations

Responsibilities

~2 min read

→Receive inbound phone calls to resolve routine and new issues with patients, doctors and insurers
→Provide patient care to accurately support pharma programs and triage to appropriate teams when required
→Strive to meet and exceed structured performance targets.
→Document all call information and data discovery according to operating procedures
→Utilize Knowledge Base materials as a foundation for resolving inquiries
→Maintain confidentiality of patient and proprietary information
→Develop a working knowledge of company related security and privacy practices.
→Participate in continued education on product changes, new features and product launches
→Help improve the patient experience by sharing feedback with management to further develop the product, materials and processes

→Connect with patients via phone, email, and chat to guide them through enrollment, onboarding, and prescription fulfillment
→Conduct outbound outreach to support patients in completing key steps in their prescription journey
→Serve as a central point of coordination between patients, providers, and insurers to resolve issues efficiently
→Assist with insurance verification, benefits coordination, and financial assistance programs
→Support pharmaceutical program requirements and triage clinical questions to pharmacists or appropriate teams
→Research and resolve patient issues using internal tools and resources
→Accurately document all interactions and key insights to ensure a seamless patient experience
→Meet and exceed performance goals related to quality, productivity, and patient satisfaction
→Identify trends or gaps in the patient experience and share feedback to improve processes and products
→Maintain strict confidentiality and handle sensitive patient information in compliance with HIPAA and company policies
→Continuously learn and adapt to new products, workflows, and program updates

Requirements

~1 min read

Bilingual proficiency required: Spanish, Cantonese, Korean, or Vietnamese, with strong command of the English language
High school diploma or GED required, Bachelor’s degree strongly preferred
Customer service or inbound call center experience required
Healthcare, pharmacy or other relevant industry experience strongly preferred
Strong verbal and written communication skills
Sound technical skills, analytical ability, good judgment, and strong operational focus
A passion for providing top-notch patient care
Ability to work with peers in a team effort and cross-functionally
Strong technical aptitude and ability to learn complex new software

High school diploma or GED required; Associate’s or Bachelor’s degree is a plus
Those with a passion for helping others are welcome (we provide comprehensive training); prior customer service experience in retail, call center, or other customer-facing environments is a plus
Strong communication skills (verbal and written)
Comfortable using technology and learning new systems quickly
Strong problem-solving skills and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Curious, adaptable, and eager to learn
Self-starter with a strong sense of ownership and accountability
Passion for helping others and delivering high-quality patient care
Ability to work collaboratively across teams

Availability Monday-Friday 7am-8pm and every 3rd Sat rotation 8am-4pm
Scheduling flexibility, as your schedule may change over time according to business needs