Note: The job is a remote job and is open to candidates in USA. CVS Health is building a more connected, convenient, and compassionate health experience for individuals, families, and communities. The Customer Service Representative supports members through inbound and outbound calls, connects them with community resources, follows up on their needs, and advocates for access to care.
Responsibilities
- Conduct outbound outreach and respond to member inquiries with professionalism, compassion, and respect
- Build trust through active listening, empathy, and patience while assessing members' needs and concerns
- Research and connect members with local resources related to food assistance, housing, utilities, financial support, and other community services
- Provide timely follow-up to ensure members receive the support and information they need
- Advocate for members by helping them navigate available resources and overcome barriers to care
- Effectively utilize multiple systems and tools, including working across multiple monitors, to document interactions and manage member support activities
Skills
- 1+ year of customer service experience, with proven customer service skills
- Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens
- Working knowledge of Microsoft© products (Outlook, Excel, folders)
- High school diploma or GED
- Bilingual preferred and able to pass language certification, if bilingual
- 1+ year of experience in a call center setting, specifically related to inbound/outbound calls
- Knowledge of Medicaid, specifically related to communicate source navigation
- Strong communication skills (oral and written)
- Strong analytical and problem-solving skills
- Active listening proficiency
- Ability to be receptive to feedback and to embrace continuous improvement
- Positive attitude and strong interpersonal skills
- Ability to display empathy towards customers' needs and concerns
- Desire to contribute to building a positive team spirit
Benefits
- Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.
- This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
- Medical, dental, and vision coverage, based on eligibility.
- Paid time off, based on eligibility.
- Retirement savings options, based on eligibility.
- Wellness programs, based on eligibility.
- Other resources, based on eligibility.
Company Overview