Note: The job is a remote job and is open to candidates in USA. CVS Health is a healthcare company focused on creating a more connected, convenient, and compassionate health experience. The Customer Service Representative supports benefit-plan members, employers, and healthcare providers by resolving inquiries, explaining benefits and claims, documenting interactions, and directing customers to helpful resources. The role also involves collaborating with internal teams and using AI-enabled tools to improve service efficiency and customer satisfaction.
Responsibilities
- Actively listen and be an advocate for customers, understand their needs and provide guidance and support
- Resolve customer inquiries and issues efficiently while documenting all interactions
- Educate customers about available resources and assist them in navigating their options
- Anticipate customer needs and provide proactive solutions to enhance satisfaction
- Collaborate with team members and other departments to address service issues and improve outcomes
- Document all customer correspondence and maintain confidential records of patient information
- Utilize AI-enabled tools during training and servicing to improve efficiency, support problem-solving, and enhance customer experience
- Follow policies, procedures, and the CVS/Aetna Code of Conduct
Skills
- 6+ months of customer service experience
- Basic computer skills
- Demonstrated empathy and effective communication skills
- Respectful and kind demeanor in all communications while being an advocate for our customers
- Strong problem-solving and decision-making abilities
- Ability to manage multiple resources and tasks in a fast-paced environment
- High School Diploma, GED, or equivalent experience
- Willingness to leverage technology and AI as key support tools
- 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
- 1+ years of claims, provider, dental, medical or other related healthcare experience
- Microsoft office experience preferred
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.
- New colleague orientation to learn about our company and your role.
- Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported.
- A supportive and inclusive culture that will allow for continuous learning and growth.
- Ongoing coaching and mentoring support.
- Equipment and resources needed to complete assigned work.
- Work at Home
- 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 coverage, based on eligibility.
- Dental coverage, based on eligibility.
- 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