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Bilingual Customer Service Representative (English/Spanish) - job 1 of 2

Job Description: The purpose of this role is to meet or exceed the patient’s expectations by assessing our patient’s needs, assigning priorities, and triaging the information to the appropriate resources.

About AssistRx: Voted Top Work Places in Orlando 3 years in a row, AssistRx understands that the key to success is our fantastic team members. AssistRx has engineered the perfect blend of technology and talent to deliver best in class results. We believe that access to specialty therapies transforms lives and is achieved through the powerful combination of our people and technology. Want to know more? Follow us on LinkedIn to find out how our team members are #TransformingLives.

Why Choose AssistRx:

  • Work Hard, Play Hard: Preloaded PTO: 100 hours (12.5 days) PTO upon employment, increasing to 140 hours (17.5 days) upon anniversary. Tenure vacation bonus: $1,000 upon 3-year anniversary and $2,500 upon 5-year anniversary.
  • Impactful Work: Join a team that is at the forefront of revolutionizing healthcare by improving patient access to essential medications.
  • Flexible Culture: Many associates earn the opportunity to work a hybrid schedule after 120 days after training. Enjoy a flexible and inclusive work culture that values work-life balance and diverse perspectives.
  • Career Growth: We prioritize a “promote from within mentality”. We invest in our employees' growth and development via our Advance Gold program, offering opportunities to expand skill sets and advance within the organization.
  • Innovation: Contribute to the development of groundbreaking solutions that address complex challenges in the healthcare industry.
  • Collaborative Environment: Work alongside talented professionals who are dedicated to collaboration, learning, and pushing the boundaries of what's possible. Tell your friends about us! If hired, receive a $750 referral bonus!

A Day in the Life as a Bilingual Customer Service Representative:

This role works directly with patients, assessing our patient needs, assigning priorities, and triaging the information to the appropriate resources. The Bilingual Customer Service Representative will be able to function in a multidisciplinary team to provide information about the services that are offered by Patient Services.

  • 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

Qualifications to be a Bilingual Customer Service Representative:

  • Previous work experience in Specialty Pharmacy or Customer Service
  • Professional level skills in computer use, including but not limited to Microsoft Office, email, web-based applications and key boarding skills
  • 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
  • Strong ability to multi-task and strong time management skills
  • Ability to function in a high-volume, fast-paced environment
  • Dependable and strong work ethic
  • Ability to accept and implement feedback and coaching
  • Bilingual in both English and Spanish

Specific type of experience preferred:

  • Experience working with databases (CRM preferable) or a tracking system; Salesforce CRM experience
  • Experience working in a health care/pharmaceutical industry environment
  • Understanding of challenges associated with patients’ medical condition

Want to learn more about what employee benefits AssistRx offers? Here are some additional benefits that our employees enjoy!

  • Medical, dental, vision, life, & short-term disability insurance
  • Teledoc services for those enrolled in medical insurance
  • Supportive, progressive, fast-paced environment
  • Competitive pay structure
  • Matching 401(k) with immediate vesting
  • Legal insurance

Wondering how we recognize our employees for delivering best in class results? Here are some of the awards that our employees receive throughout the year!

  • #TransformingLives Honor: This quarterly award program is a peer to peer honor that recognizes and highlights some of the amazing ways that our team members are transforming lives for patients on a daily basis.
  • Values Award: This quarterly award program recognizes individuals who exhibit one, or many, of our core company values; Excellence, Winning, Respect, Inspiration, and Teamwork.
  • Vision Award: This annual award program recognizes an individual who has gone above and beyond to support the AssistRx vision to transform lives through access to therapy.

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.

AssistRx Glassdoor Company Review
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CEO of AssistRx
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Jeff Spafford
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What You Should Know About Bilingual Customer Service Representative (English/Spanish), AssistRx

As a Bilingual Customer Service Representative at AssistRx, you'll play a pivotal role in transforming the patient experience by providing outstanding support in both English and Spanish. Your day will be vibrant and fulfilling as you interact directly with patients, helping to assess their needs and prioritizing their requests. You'll be the kind of person who thrives in a fast-paced environment, capable of multitasking and utilizing your keen problem-solving skills. With a core belief that access to specialty therapies can change lives, AssistRx has made it our mission to ensure every patient receives the right information and services promptly. Our culture is all about collaboration and innovation, where every team member is encouraged to share ideas and contribute to meaningful solutions in healthcare. Imagine being a part of a company that’s consistently voted one of the Top Work Places in Orlando! Here, you’ll enjoy generous benefits like a competitive salary, PTO that grows with your tenure, and opportunities for career advancement through our Advance Gold program. Your work will not only impact the lives of patients but also contribute to the groundbreaking developments in the healthcare technology space. So if you're ready to join a talented team that values work-life balance, diversity, and engagement, we’d love to hear from you. Follow us on LinkedIn to discover how you can be part of #TransformingLives with AssistRx!

Frequently Asked Questions (FAQs) for Bilingual Customer Service Representative (English/Spanish) Role at AssistRx
What are the responsibilities of a Bilingual Customer Service Representative at AssistRx?

As a Bilingual Customer Service Representative at AssistRx, you'll be the first point of contact for patients, evaluating their needs and prioritizing their inquiries. You'll assist with enrolling new customers into Patient Services, maintain essential information regarding initiatives, and follow up to ensure that services are being effectively secured. You'll also have the opportunity to contribute to special projects, making this role both impactful and dynamic.

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What qualifications do I need to become a Bilingual Customer Service Representative at AssistRx?

To be considered for the Bilingual Customer Service Representative position at AssistRx, you should possess previous work experience in Specialty Pharmacy or Customer Service. An ability to handle high-pressure situations, excellent judgment, computer proficiency, and strong bilingual communication skills in English and Spanish are critical. Experience working with databases such as CRM and a background in healthcare or pharmaceuticals are also advantageous.

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What type of work culture can I expect as a Bilingual Customer Service Representative at AssistRx?

At AssistRx, the work culture is flexible, collaborative, and inclusive. Employees are encouraged to maintain a work-life balance and engage in teamwork, which is essential for delivering excellent customer service. After an initial training period, many employees transition into a hybrid work schedule, allowing continued personal and professional growth while contributing to patient outcomes.

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What career growth opportunities does AssistRx offer for Bilingual Customer Service Representatives?

AssistRx emphasizes an internal promotion strategy, prioritizing employee growth and development through programs like Advance Gold. As a Bilingual Customer Service Representative, you will have the opportunity to expand your skill set and advance within the organization, aligning your career ambitions with company goals.

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What kind of training and support can I expect as a Bilingual Customer Service Representative at AssistRx?

Upon your onboarding as a Bilingual Customer Service Representative, you'll receive thorough training that equips you for the responsibilities ahead. AssistRx prides itself on a supportive work environment that encourages feedback and coaching to help you refine your skills. You'll also be working closely with experienced professionals who are keen to share knowledge, ensuring a solid support network.

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Common Interview Questions for Bilingual Customer Service Representative (English/Spanish)
How do you prioritize tasks when handling multiple calls as a Bilingual Customer Service Representative?

In a high-volume environment, prioritization is key. I first assess the urgency of each call, determining which issues require immediate attention and which can be addressed with follow-up. Using a systematic approach, I ensure that each patient's need is acknowledged and addressed promptly, enhancing their experience in a busy setting.

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Can you describe a time when you provided great customer service under pressure?

Absolutely! In my previous role, there was a situation where multiple patients required assistance simultaneously. I remained calm, quickly evaluated the urgency of each request, and communicated effectively with each patient, ensuring they felt heard. By staying organized and focused, we resolved the issues efficiently and maintained a positive atmosphere.

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What strategies do you use to communicate effectively in both English and Spanish?

I ensure that I fully understand the patient's issue before communicating. I listen intently, using clear and simple language to bridge any gaps in understanding. By validating their concerns in their preferred language, I foster trust and clarity, ensuring the patient feels confident in our conversation.

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What is your experience with CRM systems, and how does it relate to customer service?

I have extensive experience using CRM systems like Salesforce. I utilize these systems to track patient interactions and follow-ups, ensuring that no request falls through the cracks. This not only improves customer satisfaction but also aids in creating a historical record of interactions that can guide future service.

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How do you handle constructive criticism?

I view constructive criticism as an opportunity for growth. I actively listen to feedback, reflecting on how I can implement it to enhance my performance. If a supervisor suggests an alternative approach, I take the initiative to try it out and measure the results.

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Describe how you would explain a complex service to a patient.

I would break down the complexity into simpler terms, addressing one aspect at a time. Using analogies or visual aids can also help. My goal is to ensure that the patient feels comfortable asking questions and confident in their understanding by inviting any further inquiries.

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What makes you passionate about working in customer service in the healthcare sector?

I am genuinely passionate about making a difference in patients' lives. Working in healthcare customer service allows me to provide crucial support to individuals who may be navigating challenging times. Knowing my efforts can lead to improved access to medications and services motivates me every day.

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How do you ensure effective follow-ups with patients after initial contact?

I organize my workflow to include follow-up tasks immediately after our initial conversation. I set reminders and use our CRM to track interactions. This way, I can proactively reach out, ensuring patients feel supported and confirming that their needs have been met.

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What do you consider the most important quality for a successful Bilingual Customer Service Representative?

Empathy tops my list of important qualities. Understanding patients' emotions and frustrations enables me to connect with them on a deeper level. This ensures that I provide not just answers to queries but also a supportive experience that emphasizes care and understanding.

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How would you handle a situation where a patient is dissatisfied with our service?

I would first listen attentively to the patient's concerns without interruption, allowing them to express their feelings. I would then validate their emotions and provide a solution that addresses their issue. By staying calm and professional, I can turn a negative experience into a positive resolution.

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We are a trusted partner for delivering leading technology and people solutions that connect every stakeholder - patients, healthcare providers, specialty pharmacies, life sciences organizations and more. Our solutions accelerate patient access to...

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DATE POSTED
December 23, 2024

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