Pharmacy Customer Associate, Bilingual

About the Role

BioPlus Specialty Pharmacy, a proud member of the Elevance Health family of companies, offers unparalleled service focused on whole health. We deliver an elevated experience, affordability, and personalized support through clinical expertise, digital capabilities, and broad access to specialty medications.

The Pharmacy Customer Associate I-Bilingual is responsible for responding to basic customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions.

Location

NV-LAS VEGAS, 3634 S MARYLAND PKWY

Hybrid: This role requires associates to be in-office 1-2 days per week.

Shift

Multiple shifts between 4:00 AM - 10:00 PM.

Training

Virtual for 3 weeks and onsite for the following 2 weeks; attendance for all 5 weeks is required.

Key Responsibilities

• Develop and maintain positive customer relations, coordinating with internal functions to ensure timely and appropriate resolution of customer requests.
• Interact with internal and external customers (subscribers, providers, group/benefit administrators, physician offices, third-party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support.
• Complete necessary research to provide proactive, thorough solutions.
• Display ownership of service requests, ensuring high-quality resolution and follow-through.
• Support and guide customers with their personal options and decisions, helping them become knowledgeable and confident about available technology, tools, and resources.
• Multi-task effectively, handling calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers.
• Maintain focus during extended periods of sitting and handle multiple tasks in a fast-paced, high-pressure environment.
• Demonstrate strong verbal and written communication skills, both virtually and in-person.
• Apply critical thinking and problem-solving skills.
• Exhibit empathy and persistence to resolve caller issues completely.
• Utilize digital tools and platforms to enhance productivity and minimize manual efforts.
• Work with a structured schedule, with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Perform other duties as assigned.

Requirements & Tech Stack

• Bilingual (Spanish) or multi-language skills required.
• High School Diploma or equivalent required.
• Previous experience in an automated customer service environment required.
• Ability to multi-task.
• Strong verbal and written communication skills.
• Critical thinker and problem-solver.
• Empathy and persistence.
• Comfort and proficiency with digital tools and platforms.
• Ability to maintain focus during extended periods of sitting.
• Ability to handle multiple tasks in a fast-paced, high-pressure environment.
• Ability to work from the office as necessary.
• Must be able to pass a validated language test/assessment.

Qualifications

• High volume call center experience (preferred).
• Specialty pharmacy experience (preferred).
• Strong oral, written, and interpersonal communication skills (expected for URAC accredited areas).
• Problem-solving skills (expected for URAC accredited areas).
• Facilitation skills (expected for URAC accredited areas).
• Analytical skills (expected for URAC accredited areas).

Compensation

Salary range: $16.89 - $25.33 per hour.

Benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution are available (subject to eligibility requirements).