Pharmacy Customer Service Representative – Bilingual

Department: Pharmacy
Reports To: Director of Pharmacy

Position Summary

The Bilingual Pharmacy Customer Service Representative (CSR) serves as the primary point of contact for patients, providers, and caregivers by providing exceptional customer service and administrative support for the pharmacy. This position assists patients with prescription refills, medication questions, insurance inquiries, payment processing, and general pharmacy services while ensuring accurate documentation and maintaining patient confidentiality. The Pharmacy CSR must be fluent in both English and Spanish to effectively communicate with Health Care Partners of South Carolina’s diverse patient population. Portuguese language proficiency is preferred but not required.

Essential Duties and Responsibilities

·         Provide exceptional customer service by greeting patients in person and by telephone in a professional, courteous, and compassionate manner.

·         Communicate fluently in both English and Spanish to assist patients with prescription refills, medication inquiries, pharmacy services, and general questions.

·         Answer incoming calls and direct patients, providers, and caregivers to the appropriate pharmacy staff as needed.

·         Process prescription refill requests in accordance with pharmacy policies and provider authorization.

·         Verify and update patient demographic, insurance, and contact information in the pharmacy management system and Electronic Health Record (EHR).

·         Assist patients with billing questions, payment processing, copay collections, and insurance-related inquiries.

·         Document patient interactions accurately and maintain complete records within the pharmacy management system and EHR.

·         Resolve routine patient concerns and escalate complex issues to the pharmacist or Director of Pharmacy as appropriate.

·         Coordinate with providers, clinical staff, insurance companies, and other departments to facilitate timely prescription processing.

·         Maintain patient confidentiality and protect health information in accordance with HIPAA and organizational policies.

·         Support daily pharmacy operations through inventory-related administrative tasks and other clerical responsibilities.

·         Participate in required trainings, staff meetings, and quality improvement initiatives.

·         Travel between HCPSC pharmacy locations as needed.

·         Perform other duties as assigned.

Education & Experience

·         High school diploma or equivalent required.

·         Fluency in both English and Spanish (spoken and written) is required.

·         Portuguese language proficiency is preferred but not required.

·         Minimum of one (1) year of customer service experience in a pharmacy, healthcare, medical office, or related setting preferred.

·         Experience working in a Federally Qualified Health Center (FQHC) or community health center preferred.

·         Experience using pharmacy management software, Electronic Health Record (EHR) systems, and Microsoft Office preferred.

Knowledge, Skills, and Abilities

·         Knowledge of pharmacy operations, prescription processing, customer service principles, and healthcare terminology.

·         Ability to communicate fluently in English and Spanish with patients, providers, and staff; Portuguese language proficiency is preferred.

·         Excellent customer service, communication, and interpersonal skills with a commitment to providing compassionate, culturally competent, patient-centered care.

·         Strong organizational skills with the ability to prioritize multiple responsibilities in a fast-paced healthcare environment.

·         Proficiency in Microsoft Office, pharmacy management software, and Electronic Health Record (EHR) systems.

·         Ability to maintain the confidentiality, security, and integrity of patient information in accordance with HIPAA and organizational policies.

·         Ability to exercise sound judgment, solve problems effectively, and establish positive working relationships with patients, providers, and coworkers.

Physical Requirements

·         Ability to perform the essential functions of the position in a pharmacy environment.

·         Frequent sitting, standing, walking, bending, reaching, and repetitive hand movements throughout the workday.

·         Ability to lift and move up to 20 pounds as needed.

·         Ability to communicate effectively in person and by telephone.

·         Ability to work in an environment with occasional exposure to protected health information while adhering to HIPAA, privacy, and safety standards.

Health Care Partners of South Carolina is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and encourage qualified applicants from all backgrounds to apply.