Bilingual Member Support Specialist; Spanish

Who We Are: Smith Rx 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, Smith Rx’s solution is resonating with clients across the country.

We pride ourselves on a mission‑driven, collaborative culture that inspires employees to do their best work. We believe the U.S. healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. Our core values are:

• Do the right thing, especially when it’s hard.
• Embrace the challenge.
• Build bridges and lift up colleagues.

We are looking for a skilled Bilingual Member Support Specialist who can assist our members within the Member Support Team. The ideal candidate writes and speaks Spanish fluently and professionally, and has an extensive background in customer service as a contact‑center representative delivering world‑class experiences. This role is instrumental in ensuring members receive the best possible service regarding their pharmacy benefits.

• Answer inbound calls and make outbound calls to and from members, physicians, and pharmacies, delivering a world‑class member experience in both English and Spanish.
• Follow up, resolve, and document issues related to member interactions; route inquiries requiring further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Provide a one‑call resolution to members, fully resolving inquiries.
• Demonstrate a patient‑centric mindset and a high sense of urgency to solve member requests.
• Handle highly sensitive information while maintaining Personal Protected Information (PPI) and HIPAA compliance.
• Navigate complex triage pathways and identify the correct path to resolve customer issues.

• Must be located locally, as the role is a hybrid of onsite and remote.
• Requires 100% attendance during the training period.
• HS diploma, GED, or equivalent.
• At least 2 years of solid experience working within call center(s) in a bilingual (Spanish & English) role.
• Prior experience resolving complex issues within a call center environment.
• Proficiency in Mac and Google Suite.
• Active listening, conversational speaking skills, and 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 pharmacy is preferred.

• Competitive pay: $21.50 per hour.
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, and Vision Insurance. Smith Rx 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 on a rotational basis.