Bilingual Member Support Specialist (Spanish)

SmithRx; Plano (TX); Hybrid; USD 24,435 - 34,801; Full time

Benefits offered by this job

Medical, Pharmacy, Dental, and Vision Insurance

Life insurance and disability benefits

3 weeks PTO

401(k) retirement savings

Flexible spending benefits

Paid parental leave

Professional development opportunities

Well-stocked kitchen

Performance-based work-from-home model

Job summary

SmithRx, located in Plano, Texas, is looking for a Bilingual Member Support Specialist to assist members with their pharmacy benefits. The ideal candidate must speak Spanish and English fluently, possess at least 2 years of customer service experience, and demonstrate strong communication skills. The job offers competitive pay at $21.50 per hour, wellness benefits, 401(k), and generous PTO. The position involves hybrid work, with some onsite and remote responsibilities. Join us in transforming the healthcare industry!

Qualifications

• At least 2 years of experience in a bilingual call center role.
• Prior experience resolving complex issues.
• Passion for helping people.

Responsibilities

• Answer inbound and make outbound calls delivering member experience in both languages.
• Educate members about their pharmacy benefits.
• Handle sensitive information while ensuring compliance.

Skills

Bilingual (Spanish & English)

Customer service experience

Active listening

Conversational speaking skills

Empathy

Multitasking skills

Verbal communication skills

Written communication skills

Education

High school diploma or GED

Tools

Salesforce Service Cloud

Talkdesk

Google Suite

Mac proficiency

Job description

Who We Are: SmithRx is a rapidly growing venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next‑generation drug acquisition platform driven by cutting‑edge technology, innovative cost‑saving tools, and best‑in‑class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx’s solution is resonating with clients across the country.

We pride ourselves on a mission‑driven, collaborative culture that inspires employees to do their best work. We believe the U.S. healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. Our core values are:

• Do the right thing, especially when it’s hard.
• Embrace the challenge.
• Build bridges and lift up colleagues.

Job Summary

We are looking for a skilled Bilingual Member Support Specialist who can assist our members within the Member Support Team. The ideal candidate writes and speaks Spanish fluently and professionally, and has an extensive background in customer service as a contact‑center representative delivering world‑class experiences. This role is instrumental in ensuring members receive the best possible service regarding their pharmacy benefits.

What you will do

• Answer inbound calls and make outbound calls to and from members, physicians, and pharmacies, delivering a world‑class member experience in both English and Spanish.
• Follow up, resolve, and document issues related to member interactions; route inquiries requiring further investigation to the appropriate department and conduct routine research as needed.
• Educate members about their pharmacy benefits.
• Provide a one‑call resolution to members, fully resolving inquiries.
• Demonstrate a patient‑centric mindset and a high sense of urgency to solve member requests.
• Handle highly sensitive information while maintaining Personal Protected Information (PPI) and HIPAA compliance.
• Navigate complex triage pathways and identify the correct path to resolve customer issues.

What you will bring to SmithRx

• Must be located locally, as the role is a hybrid of onsite and remote.
• Requires 100% attendance during the training period.
• HS diploma, GED, or equivalent.
• At least 2 years of solid experience working within call center(s) in a bilingual (Spanish & English) role.
• Prior experience resolving complex issues within a call center environment.
• Proficiency in Mac and Google Suite.
• Active listening, conversational speaking skills, and a high degree of empathy.
• Adept multitasking skills.
• Excellent verbal and written communication skills.
• Passion for helping people.
• Prior experience with Salesforce Service Cloud, Talkdesk, or other CRM tools is preferred.
• Prior experience with benefits, employer benefits, insurance, prescriptions, medical billing, or pharmacy is preferred.

What SmithRx offers you

• Competitive pay: $21.50 per hour.
• Highly competitive wellness benefits including Medical, Pharmacy, Dental, and Vision Insurance. SmithRx pays up to 90% for you and your family.
• Fully paid life insurance and disability benefits.
• 3 weeks PTO.
• 401(k) retirement savings program.
• Flexible spending benefits.Generous paid parental leave benefits.
• Professional development, training, and career growth opportunities.
• Well‑stocked kitchen.
• Monday through Friday schedule with performance‑based work‑from‑home model.
• Weekends and holidays on a rotational basis.