Bilingual Pharmacy Guide

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a high volume of outbound phone calls utilizing an autodialer for programs related to medication adherence and health support.

• Establish trust by posing insightful questions and recognizing obstacles to care.

• Employ active listening and tailored communication to alleviate concerns and motivate members towards health-enhancing actions.

• Enroll qualified members in programs for pharmacy services, financial assistance, medication adherence, and care support.

• Investigate member concerns, pinpoint underlying issues, and devise suitable solutions.

• Collaborate with healthcare providers, pharmacies, and internal clinical teams to address member needs and ensure continuity of care.

• Utilize internal systems, AI-assisted tools, and available resources to research inquiries and deliver precise information.

• Accurately document interactions, manage follow-up tasks, and take ownership of member needs until resolved.

• Adapt to evolving tools, workflows, and priorities while applying coaching to enhance performance.

⛳️ Requirements

• A minimum of 2 years of experience in a high-volume member, patient, or customer-facing role that involves outreach, engagement, enrollment, retention, behavior change, or consultative problem-solving.

• Proficient, native-level oral and written communication skills in both English and Spanish are essential.

• Proven ability to influence decisions through active listening, curiosity, personalized communication, and effective handling of objections.

• Strong verbal and written communication capabilities in both languages.

• Excellent problem-solving skills and judgment, including the ability to investigate issues and determine the appropriate next steps.

• Demonstrated sense of ownership, accountability, and follow-through.

• Capacity to be coached and apply feedback effectively.

• Comfortable making outbound calls for the majority of the day, including engaging with hesitant or disinterested members.

• Able to work towards individual performance goals in a fast-paced, metrics-driven environment.

• Completion of a Spanish bilingual language assessment is required prior to hiring.

• Work shifts of 8.5 hours, which includes a 30-minute unpaid lunch break, within designated coverage windows.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premiums.

• Generous paid time off policy.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions, excluding Director and above roles.

• Parental leave program offered.

• 401K program available.