Bilingual Customer Service Specialist at Hy-Vee, Inc. · Amber…

Summary: Amber Specialty Pharmacy is dedicated to providing exceptional patient care, and they are seeking a Bilingual Customer Service Specialist to support patients with complex and chronic conditions. The role involves handling inbound and outbound patient calls, facilitating consultations, and ensuring patient needs are met efficiently. Responsibilities: - Conducts prescription refill reminder calls - Responsible for inbound and outbound patient phone calls - Facilitates patient-to-pharmacist consultations - Provides assistance with all patients needs and requests - Uses problem-solving skills to offer support to patients calling in; obtains and evaluates relevant information and provides quick resolutions to questions, concerns, and problems; provides follow-up when appropriate - Keeps records of client/customer interactions and transactions - Identifies and reports to direct supervisor on all call exceptions, positive or negative, and proposes actions, if necessary, to be taken in response to the exception - Supports the development of methods of communication and coordination with pharmacy operations to ensure timely and accurate fulfillment of orders for patient requests and clients - Responsible for monitoring and processing all orders and requests received via the website and by assigned clients/customers, communicates and coordinates with the appropriate personnel - Works closely with direct supervisor to improve assigned customer experience on the website - Uses bi-lingual skills to interact and communicate orally and in writing with providers, patients, and others as needed - This position is office-based - Participates in team meetings to ensure company service objectives are being met - Communicates all aspects that can assist the Sales Team as it relates to assigned customer retention and growth - Audits own performance and recommend objectives and standards of performance - Ability to learn MS Excel, Word, Outlook, Salesforce, CPR+ - Maintains knowledge of and utilizes software to provide best-in-class customer service - Attention to detail with emphasis on organizational skills - Ability to work with all levels of internal management and staff, as well as outside clients and vendors Required Qualifications: - HIPAA trained and/or the ability to work with and protect highly confidential patient and employee information - Ability to speak another language fluently and read/write in the language - Working knowledge of the healthcare industry - High school diploma or equivalent - Must be able to remain in a stationary position up to 90% of the time - The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc., and traverse conferences, meetings, and remote events - Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations - The ability to observe details at close range (within a few feet of the observer) - Candidates must be able to pass a pre-employment drug test, background check, and health screening (if applicable) Required Skills: HIPAA compliance, Healthcare industry knowledge, Microsoft Excel, Microsoft Word, Microsoft Outlook, Salesforce, CPR+, Bilingual communication Benefits: Six paid holidays