Bilingual Patient Care Representative I & II (Spanish/English)

Description

About Us

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

We are seeking a dedicated, compassionate, and customer-focused Patient Care Representative to join our Pharmacy Support Call Center Team. This role is ideal for someone who thrives in a fast-paced environment and is passionate about delivering exceptional service to patients, providers, and pharmacy partners. You will serve as a critical point of contact, ensuring smooth communication and problem resolution across multiple channels.

Key Responsibilities

• Answer inbound calls from patients, providers, and pharmacy partners with professionalism and empathy.
• Handle high-volume call center operations while maintaining service quality and accuracy.
• Take verbal prescriptions from providers and ensure proper documentation in accordance with state regulations.
• Transfer calls related to clinical questions or counseling needs to pharmacists.
• Accurately process prescriptions and input patient data into the pharmacy system.
• Make outbound calls to prescribers for clarifications, refill requests, and medication verifications.
• Troubleshoot patient issues related to orders, insurance, or delivery, escalating when needed.
• Maintain accurate and confidential patient records, including address, allergies, and prescription history.
• Respond to emails and chat inquiries as needed, ensuring a prompt and thorough resolution.
• Collaborate closely with internal pharmacy operations, the pharmacist team, and external fulfillment partners.
• Adhere to all pharmacy laws, regulations, and compliance requirements.
• Contribute to continuous improvement by identifying call trends and suggesting workflow optimizations.
• Attend training sessions to stay current on pharmacy practices and customer service techniques.

Minimum Qualifications

• High School Diploma or equivalent
• Fluent in Spanish and English required
• 2+ years of experience in a call center, pharmacy, or customer support role (healthcare/pharmacy preferred)
• Comfortable handling a high volume of calls and multitasking in a fast-paced environment
• Strong communication, empathy, and de-escalation skills
• Detail-oriented with excellent problem-solving and critical thinking skills
• Adaptable to take on additional responsibilities as the role evolves

*Requirements may vary based on leveling

Work Environment

• Location : Onsite
• Schedule : Full-time
• May require additional availability or flexibility for escalations.
• Regular meetings with teams, departments, or leadership to ensure alignment.

Key Essential Functions

• Must be able to remain seated and work at a computer for extended periods (up to 8 hours).
• Must be able to type and perform repetitive hand/wrist motions throughout the shift.
• Must be able to use a headset for phone-based communication for the majority of the workday.
• Must be able to navigate multiple computer systems and applications simultaneously.
• Must maintain focus and attention to detail while managing a high volume of calls or tasks.
• Must be able to communicate clearly and professionally via phone, chat, and email.
• Must be able to work onsite for all scheduled shifts, including potential weekends or evenings depending on business needs.
• Must be able to handle occasional escalated or emotionally charged interactions with composure.
• Must be able to meet productivity and quality standards consistently.

Employment Classification

Status: Full-time

FLSA: Non-Exempt

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.