Bilingual Customer Care Specialist

Adecco is assisting a local client in their search for Bilingual Customer Specialists in Jacksonville, FL 32224. This position is responsible for answering all incoming calls into the customer care area. Must be fluent in Spanish & English and have previous customer service experience. Healthcare background is a plus! This is a full-time temporary to permanent opportunity. Hours are Monday-Friday, 8:00 AM-5:00 PM, must be able to work 1-2 days a week from 11:00 AM-7:00 PM. If you meet the qualifications below apply now. 

Qualifications: Must be bilingual

• A strong sense of customer focus
• Dependable and reliable
• Technical and analytical ability, specifically to learning new software systems
• Must have proven track record of problem solving
• Strong computer skills in a Microsoft Windows environment, including Word, Excel and PowerPoint
• Effective oral and written communication including ability to communicate with individuals in differing roles including employees, customers, and vendors

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Education & Experience:
• High school diploma or GED required
• Fluent in both English and Spanish
• Demonstrated ability in dealing with challenging customer relation situations a plus
• Pharmacy Technician certification and pharmacy experience a plus.

Responsibilities:
 • Answer rate must be at 85% or above based on the total for the day routed to that employees’ phone
• Support the Intake team in meeting the departmental goal of 85% overall
• Verify patient demographic information including address and phone number
• Address patient inquiries regarding the pharmacy services and any specific questions related to that customer’s prescription
• Triage and route calls if a transfer to another department is necessary
• Manage call, answer questions and resolve issues/complaints
• Make the determination when a call needs to be escalated to the Team Leader or Manager of the department
• Complete Quality Related Event (QRE) form as necessary based on patient feedback
•Input all information related to the call into the patient profile to ensure all notes are accurate and complete
• Support the Intake team by entering new prescription data
•Comply with record-keeping requirements as determined by management
• Ensure that all required demographic information is obtained from the patient including intake information as well as verification of address for medication shipments
• Follow-up with patients, doctors’ offices, marketing and sales representatives as necessary

  • Apply with Adecco

Reference number US_EN_99_025186_390264