Bilingual Member Support Specialist (Spanish)

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: Do the right thing. Especially when it’s hard.

• Courage: Embrace the challenge.

• Together: Build bridges and lift up your colleagues.

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.

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. Approximately 95% of calls are conducted in English with the remaining conducted in 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