Bilingual Member Service Guide, Pharmacy – English/Spanish
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Job Description
Pharmacy Guide improving medication adherence through outreach and member support. Connecting members to resources and programs for their healthcare needs.
Responsibilities:
- Conduct outbound outreach via phone and SMS to educate and engage members in medication adherence and health support programs.
- Build trust quickly with members through empathetic, solutions-oriented conversations that identify barriers to care
- Enroll eligible members into pharmacy, financial assistance, and care support programs that improve health outcomes
- Coordinate with providers, pharmacies, and internal clinical teams to help resolve member issues and support continuity of care
- Schedule medical appointments for high-risk members when appropriate
- Utilize internal systems, AI-assisted tools, and knowledge resources to research member questions and provide accurate information
- Document member interactions accurately, manage follow-up tasks, and adapt quickly to changing workflows and business needs
Requirements:
- 2+ years of experience in a high-volume customer-facing, outreach, or support role
- Strong verbal and written communication skills with the ability to build trust and explain complex information clearly and compassionately
- Comfortable spending most of the day on outbound phone outreach in a fast-paced, metrics-driven environment
- Ability to manage multiple systems, workflows, and follow-up tasks accurately while adapting to changing priorities
- Demonstrated accountability, ownership, coachability, and comfort receiving performance-based feedback
- Written and Verbal proficiency in English and Spanish.
Benefits:
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
- Parental leave program
- 401K program
- And more....
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