Pharmacy Customer Service Representative – Bilingual

HEALTH CARE PARTNERS; Conway (SC); On-site; USD 29,000 - 38,000; Full time

Job summary

Health Care Partners of South Carolina seeks a Bilingual Pharmacy CSR to be the primary contact for patients, providers, and caregivers, delivering compassionate service and accurate admin support in the pharmacy.

You will handle prescription refills, medication questions, insurance inquiries, and billing, while upholding HIPAA and maintaining patient records. Fluency in English and Spanish is required; Portuguese is a plus

Qualifications

• High school diploma or equivalent required.
• Fluency in English and Spanish (spoken and written) required.
• Portuguese language proficiency is preferred but not required.
• Minimum of 1 year of customer service experience in pharmacy/healthcare preferred.
• Experience with FQHC or community health centers is preferred.

Responsibilities

• Provide exceptional customer service greeting patients in person and by phone.
• Communicate fluently in English and Spanish to assist with refills and inquiries.
• Process prescription refill requests per policy and obtain authorization.
• Verify and update patient demographics and insurance in the pharmacy system and EHR.
• Assist with billing questions, copays, and insurance inquiries.
• Document interactions accurately and maintain records in the PM system and EHR.
• Escalate complex issues to the pharmacist or Director of Pharmacy as needed.
• Coordinate with providers, clinical staff, and insurers to facilitate timely processing.
• Maintain patient confidentiality per HIPAA and organizational policies.
• Travel between HCPSC pharmacy locations as needed.

Skills

Bilingual EN/ES

Customer Service

Pharmacy Ops

HIPAA

Education

High school diploma

Tools

Pharmacy Management Software

EHR Systems

Microsoft Office

Job description

Position Summary

TheBilingual Pharmacy Customer Service Representative (CSR) serves as the primarypoint of contact for patients, providers, and caregivers by providingexceptional customer service and administrative support for the pharmacy. Thisposition assists patients with prescription refills, medication questions,insurance inquiries, payment processing, and general pharmacy services whileensuring accurate documentation and maintaining patient confidentiality. ThePharmacy CSR must be fluent in both English and Spanish to effectivelycommunicate with Health Care Partners of South Carolina’s diverse patientpopulation. Portuguese language proficiency is preferred but not required.

Essential Duties and Responsibilities

• Provideexceptional customer service by greeting patients in person and by telephone ina professional, courteous, and compassionate manner.
• Communicatefluently in both English and Spanish to assist patients with prescriptionrefills, medication inquiries, pharmacy services, and general questions.
• Answer incomingcalls and direct patients, providers, and caregivers to the appropriatepharmacy staff as needed.
• Processprescription refill requests in accordance with pharmacy policies and providerauthorization.
• Verify and updatepatient demographic, insurance, and contact information in the pharmacymanagement system and Electronic Health Record (EHR).
• Assist patientswith billing questions, payment processing, copay collections, andinsurance-related inquiries.
• Document patientinteractions accurately and maintain complete records within the pharmacymanagement system and EHR.
• Resolve routinepatient concerns and escalat complex issues to the pharmacist or Director ofPharmacy as appropriate.
• Coordinate withproviders, clinical staff, insurance companies, and other departments tofacilitate timely prescription processing.
• Maintain patientconfidentiality and protect health information in accordance with HIPAA andorganizational policies.
• Support dailypharmacy operations through inventory-related administrative tasks and otherclerical responsibilities.
• Participate inrequired trainings, staff meetings, and quality improvement initiatives.
• Travel betweenHCPSC pharmacy locations as needed.
• Perform otherduties as assigned.

Education &Experience

• High schooldiploma or equivalent required.
• Fluency in bothEnglish and Spanish (spoken and written) is required.
• Portugueselanguage proficiency is preferred but not required.
• Minimum of one(1) year of customer service experience in a pharmacy, healthcare, medicaloffice, or related setting preferred.
• Experienceworking in a Federally Qualified Health Center (FQHC) or community healthcenter preferred.
• Experience usingpharmacy management software, Electronic Health Record (EHR) systems, andMicrosoft Office preferred.

Knowledge,Skills, and Abilities

• Knowledge ofpharmacy operations, prescription processing, customer service principles, andhealthcare terminology.
• Ability tocommunicate fluently in English and Spanish with patients, providers, andstaff; Portuguese language proficiency is preferred.
• Excellentcustomer service, communication, and interpersonal skills with a commitment toproviding compassionate, culturally competent, patient-centered care.
• Strongorganizational skills with the ability to prioritize multiple responsibilitiesin a fast-paced healthcare environment.
• Proficiency inMicrosoft Office, pharmacy management software, and Electronic Health Record(EHR) systems.
• Ability to maintain the confidentiality, security, and integrity of patient information inaccordance with HIPAA and organizational policies.
• Ability toexercise sound judgment, solve problems effectively, and establish positiveworking relationships with patients, providers, and coworkers.

Physical Requirements

• Ability toperform the essential functions of the position in a pharmacy environment.
• Frequent sitting,standing, walking, bending, reaching, and repetitive hand movements throughoutthe workday.
• Ability to liftand move up to 20 pounds as needed.
• Ability to communicate effectively in person and by telephone.
• Ability to workin an environment with occasional exposure to protected health informationwhile adhering to HIPAA, privacy, and safety standards.