Bilingual Member Support Specialist (Spanish)

United States·Lehimid

OtherMember Support Specialist

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Quick Summary

Key Responsibilities

Answer inbound calls and make outbound phone calls to and from members, physicians and pharmacies while delivering a world class member experience in both English and Spanish. Follow-up, resolve,

Technical Tools

OtherMember Support Specialist

What We Offer

~1 min read

Helping people is at the center of what we do at SmithRx. We are looking for a skilled candidate who can assist our members within our Member Support Team as a Bilingual Specialist. The ideal candidate writes and speaks Spanish fluently and professionally. They will also have an extensive background in customer service as a contact center representative and delivering world-class experiences. As a Bilingual Member Support Specialist, you will be instrumental in ensuring that members receive the best service possible regarding their pharmacy benefits.

✓Base Salary: The range listed above reflects our standard pay scale and actual pay will vary based on work location, job level, job-related knowledge, skills, and experience.

✓Total Rewards: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k).

Responsibilities

~2 min read

→Answer inbound calls and make outbound phone calls to and from members, physicians and pharmacies while delivering a world class member experience in both English and Spanish.
→Follow-up, resolve, and document issues related to the member interaction. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
→Educate members about their pharmacy benefits.
→Deliver a one-call resolution to our members by resolving inquires to full solution
→Demonstrate a patient centric mindset and a high sense of urgency to solve member requests.
→Work with highly sensitive information while maintaining Personal Protected Information (PPI) and Health Insurance Portability & Accountability Act (HIPAA).
→Work through complex triage pathways and identify the correct pathway to resolve customer issues.

→Must be located locally as the role is a hybrid of onsite and remote
→Requires 100% attendance during training period
→HS Diploma, GED or equivalent
→2+ years solid experience working within call center(s) in a bilingual (Spanish & English) role required
→Prior experience resolving complex issues within a call center environment is required
→Proficiency in Mac, and Google Suite required
→Active listening, conversational speaking skills, with a high degree of empathy
→Adept multitasking skills
→Excellent verbal and written communication skills
→Passion for helping people
→Prior experience with Salesforce Service Cloud, Talkdesk or other CRM tools is preferred
→Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or experience at a pharmacy is preferred

Competitive pay: $21.50 per hour
Highly competitive wellness benefits including Medical, Pharmacy, Dental and Vision Insurance. SmithRx pays up to 90% for you and your family.
Fully paid Life insurance and Disability benefits
3 weeks PTO
401(k) Retirement Savings Program
Flexible Spending Benefits
Generous Paid Parental Leave benefits
Professional development, training and career growth opportunities
Well-stocked kitchen
Monday through Friday schedule with performance-based work from home model
Weekends and holidays are on a rotational basis