Bilingual Customer Service Representative

AssistRx has engineered the perfect blend of technology and talent to deliver best in class results. We believe that access to therapy transforms lives and is achieved through the powerful combination of our people and technology. We leverage advanced custom software, data analytics, and a patient-centered approach to transform medication management into a seamless and efficient process.

About The Role:

As a Bilingual Customer Service Representative, you will play a vital role by providing support and assistance to Spanish-speaking clients. In additional to your primary responsibilities, you will provide your services in both Spanish and English. As a Bilingual Customer Service Representative you are responsible for meeting or exceeding the customer’s expectations by assessing our customer’s needs, assigning priorities, and triaging the information to the appropriate resources by performing the following duties.   (Customers may include patients, medical professionals, and family members.)  

• Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated. Maintain information regarding Patient Services initiatives and explain them to our customers when appropriate.
• Enroll new customers to Patient Services.
• Record activities in the patient database and follow up to secure services (such as product training, mailing of promotional materials, etc.) for our customers by contacting physician’s offices, pharmacies, and other external entities to ensure patient’s needs are being met.

• Complete various special projects as required

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Other skills required: 

1. Must be able to function in a multidisciplinary team to provide information about the services that are offered by Patient Solutions.  
2. Ability to assist with other ad-hoc projects and cross train within the call center environment. 
3. Somecollege preferred

• At least 2 years experience working with people in situations that are high-pressure and time-sensitive (either telephone or face-to-face), and that involve solving problems, making decisions, using excellent judgment and “customer service” skills.  This can be obtained through a combination of work experience and post high school education, and need not be obtained in a traditional “customer service” setting 

• Computer literacy and good keyboarding skills 
• Strong ability to multi-task and strong time management skills
• Ability to function in a high-volume, fast-paced environment
• Ability manage relationships with patients and other contacts to ensure that all actions and follow-throughs are completed
• Maintain a professional demeanor by demonstrating AssistRx's values in all communications and interactions with patients, caregivers, health care professionals, teammates, and others
• Dependable and strong work ethic
• Ability to accept and implement feedback and coaching
• Experience working with databases (CRM preferable) or a tracking system; Siebel and/or Salesforce CRM experience  
• Experience working in a health care/pharmaceutical industry environment 
• Understanding of challenges associated with patients’ medical condition 

Core Competencies:

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Medical, dental and vision benefits become effective the first day of the month following 30 days of employment.
• Employees are fully vested in their 401(k) after 90 days of employment.
• PTO is preloaded; not accrued. New employees are prorated 100 hours of PTO (12.5 days) and then increased to 140 hours (17.5 days) upon anniversary.
• Tenure vacation bonus: $1,000 upon 3-year anniversary and $2,500 upon 5-year anniversary.

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire