Job Description:
• Develop a deep understanding of CVS Specialty processes and how customer service impacts a patient’s journey from order to reimbursement
• Help patients navigate complex billing and reimbursement processes
• Build trusting relationships with patients through meaningful and relevant conversation
• Manage difficult or emotional situations and respond promptly to patient needs with empathy and urgency
• Accurately document each interaction in the appropriate Revenue Cycle system
• Record, review, and follow up to resolve patient concerns
• Gather and examine patient information to determine eligibility for payment plans
• Meet call center metrics, including call volume and call quality
• Use technology to liaise with other CVS Specialty departments
• Provide an outgoing, enthusiastic, professional, and caring telephone presence
• Report potential trends to Leadership for review
Requirements:
• 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services
• Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel
• Effective written and verbal customer service skills
• Ability to work independently and on a team
• Ability to offer emotional support and empathy
• Flexibility with work schedule to meet business needs, including 8-hour work shifts from 8:00am–8:00pm EST, Monday–Friday
• Verifiable high-school diploma or GED required
• Preferred: 1 year experience in healthcare billing, collections practices, and/or infusion services
• Preferred: 1 year experience in pharmacy billing and reimbursement
Benefits:
• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting physical, emotional, and financial well-being
• CVS Health bonus, commission or short-term incentive program eligibility