Bilingual Member Support Specialist; Spanish

Bilingual Member Support Specialist (Spanish)

Lehi, UT

Helping people is at the center of what we do  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.

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 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.

What you will bring to Smith Rx:

• 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

What Smith Rx offers You:

• 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 are on a rotational basis

Compensation & 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. Smith Rx 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).