Bilingual Case Manager, Spanish Speaking
Pair Team
Salary
💰 $17 - $26 per hour
Job Level
Junior
About the role
- Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication (i.e. provide one-on-one support for patients who were unable to fill their prescription due to an inventory shortage, patients who are non-adherent to medications, etc.)
- Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
- Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns such as medication adherence barriers or clinical-related challenges faced by patients, enabling timely intervention and resolution
- Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines and enter refill order for processing
- Utilize computer systems, software, and databases to accurately record patient information and interactions, call outcomes, program enrollments, and progress updates
- Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
- Collaborate with cross-functional teams to identify areas for program improvement, propose innovative ideas, and contribute to the development and implementation of patient-centric enhancements
- Identify and communicate issues to senior level staff as appropriate
- Communicate effectively with team lead and supervisor through huddles, team meetings, cohort refreshers, technology updates.
Requirements
- Resident of Alaska, Arizona, Florida, Idaho, Illinois, Maine, New Mexico, North Carolina, Ohio, Tennessee, Texas, Utah, Vermont or Washington due to regulatory compliance
- Active Pharmacy Technician license in state of residence
- Ability to obtain Florida Registered Pharmacy Technician license through application and fee (*Requires tech education from a Florida Board-approved training program.)
- 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center
- Minimum of one consecutive year experience in customer service
- Ability to maintain a consistent, reliable, and stable internet connection
- Internal colleagues must be in good standing to be considered
- FL PREFERRED QUALIFICATIONS:
- Prior Call Center experience
- Previous experience working from home
- Microsoft (MS) Windows-based applications and MS Office, including Word, Excel, Access, and PowerPoint proficiency
- Bilingual in Spanish
- Flexibility in work schedule
- EDUCATION: Verifiable High School diploma, GED or equivalent work experience
