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, employers, and healthcare providers by addressing benefits and claims inquiries, resolving issues, educating customers, documenting interactions, and delivering empathetic service.
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
- High School Diploma, GED, or equivalent experience
- Adherence to workplace model and potential telework agreements
- High-speed internet (100 Mbps download | 25 Mbps upload) access with a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, and WiFi are not permitted
- Willingness to leverage technology and AI as key support tools
- Willingness to work specific hours with flexibility
- 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
- $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.
- Remote work arrangement.
- 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.
Company Overview