Bilingual Member Support Specialist (Spanish) at SmithRx

Lehi, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

21.5

Posted On

04 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Bilingual Communication, Customer Service, Active Listening, Empathy, Multitasking, Problem Solving, Salesforce Service Cloud, Talkdesk, MS Office, G-Suite, Pharmacy Benefits, Medical Billing, Insurance Knowledge, Complex Issue Resolution, HIPAA Compliance, Patient-Centric Mindset

Industry

Hospitals and Health Care

Description

Who We Are: SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting-edge technology, innovative cost-saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country. We pride ourselves on our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values: Integrity: Our purpose guides our actions and gives us confidence in the path ahead. With unwavering honesty and dependability, we embrace the pressure of challenging the old and exemplify ethical leadership to create the new. Courage: We face continuous challenges with grit and resilience. We embrace the discomfort of the unknown by balancing autonomy with empathy, and ownership with vulnerability. We boldly challenge the status quo to keep moving forward—always. Together: The success of SmithRx reflects the strength of our partnerships and the commitment of our team. Our shared values bind us together and make us one. When one falls, we all fall; when one rises, we all rise. Job Summary: At SmithRx, helping people is at the core of our mission. We're seeking a skilled Bilingual Specialist to join our Member Support Team, assisting members with their pharmacy benefits. The ideal candidate is fluent in both written and spoken Spanish, possesses professional communication skills, and has a strong background in customer service. As a Bilingual Member Support Specialist, you'll play a vital role in ensuring our members receive exceptional service. We are currently hiring for the following shifts for our Bilingual Member Support Specialist: 6:00am to 2:30pm MT Mon, Tu, Wed, Fri, Sat (Thursday and Sunday off) 10:30am to 7:00pm MT Mon, Tu, Wed, Fri, Sat (Thursday and Sunday off) While we are actively interviewing for these positions, specific shift availability may change. We cannot guarantee a particular shift will remain available at the time of your interview or offer. This position requires a 9-week onsite training and nesting period at our Lehi office, crucial for success in the role. The initial 3-week training class runs from 7 am to 3 pm Mountain Time. Following training, you'll transition to your assigned shift hours. The work schedule is held Monday - Friday with rotating weekend and holiday shifts. If you're passionate about delivering world-class service and making a difference in healthcare, we encourage you to apply! What you will do: 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 inquiries 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. What you will bring to SmithRx: 2+ years prior experience working within call center(s) in a bilingual (Spanish & English) role required HS Diploma, GED or equivalent Prior experience resolving complex issues within a call center environment is required Proficiency in Windows, MS Office, G-Suite required Active listening, and 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 What SmithRx offers You: Competitive pay: $21.50 per hour Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life and AD&D Insurance 3 Weeks Paid Time Off 12 Paid Holidays Paid Parental Leave Benefits Flexible Spending Benefits 401(k) Retirement Savings Program Short-term and long-term disability Wellness Benefits Commuter Benefits Employee Assistance Program (EAP) Well-stocked kitchen in office locations Professional development and training opportunities

Responsibilities

Assist members with their pharmacy benefits by answering inbound and making outbound calls. Resolve inquiries and educate members while maintaining a high level of service in both English and Spanish.