We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.
Position Summary:
We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare.? In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions.
As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.
Key Responsibilities:
Actively listen
and be an advoc
ate for
customers,understand their needs and provide guidanceand support
Resolve
customer inquiries and issues efficiently while documenting all interactions.
Educate
customers about available resources andassistthem 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 improveoutcomes.
Document
all customer correspondence andmaintainconfidential records of patient information.
Follow policies, procedures, and the CVS/Aetna Code of Conduct.
Your performance will be measured by:
C
ustomer satisfaction
with the service you provide.
Demonstrating
CVS/Aetna's
"Heart at Work" behaviors
including Putting People First, Joining Forces, and Inspiring Trust.
Your ability to resolve customer issues the first time they call.
Quality and accuracy
of interactions with customers.
Reporting to work and adhering to your assigned schedule.
Our Leadership and Welcome Teams will help you succeed by providing:
New colleague orientationto learn about our company and your role.
Engaging and comprehensive training ranging from 4 to18 weeksdepending on thecustomerssupported.
A supportive and inclusive culture that will allow for continuous learning and growth.
Ongoing coachingand mentoringsupport.
Equipment and resources needed to complete assigned work.
Key Competencies and
Behavioral
Requirements
:
Demonstrated empathy
and effective communication skills.
Respectful and kind
demeanor in all communicationswhile 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.
Required Qualifications:
6+monthsof customer service experience
Basic computer skills
Must reside in the Pacific Standard Time Zone
(can also reside in Mountain Standard Time Zone but must be able to work PST hours).
?
Preferred Qualifications:
1+ years of customer service experience in acontactcenter environment, which may include calls, chatsor email correspondence depending on role
1+ years of claims, provider, dental,medicalorother relatedhealthcareexperience
Microsoft office experience preferred
Education:
High School Diploma, GED, or equivalent experience.
You must
have
:
High-speed internet access with adherence to workplacemodeland potential telework agreements.?
Willingness to work specific hours, with flexibility
This position pays
$18.50
/hour
.
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $31.30
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
Affordable medical plan options,
a
401(k) plan
(including matching company contributions), and an
employee stock purchase plan
.
No-cost programs for all colleagues
including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues
including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran - committed to diversity in the workplace.
Position Summary:
We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare.? In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions.
As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.
Key Responsibilities:
Actively listen
and be an advoc
ate for
customers,understand their needs and provide guidanceand support
Resolve
customer inquiries and issues efficiently while documenting all interactions.
Educate
customers about available resources andassistthem 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 improveoutcomes.
Document
all customer correspondence andmaintainconfidential records of patient information.
Follow policies, procedures, and the CVS/Aetna Code of Conduct.
Your performance will be measured by:
C
ustomer satisfaction
with the service you provide.
Demonstrating
CVS/Aetna's
"Heart at Work" behaviors
including Putting People First, Joining Forces, and Inspiring Trust.
Your ability to resolve customer issues the first time they call.
Quality and accuracy
of interactions with customers.
Reporting to work and adhering to your assigned schedule.
Our Leadership and Welcome Teams will help you succeed by providing:
New colleague orientationto learn about our company and your role.
Engaging and comprehensive training ranging from 4 to18 weeksdepending on thecustomerssupported.
A supportive and inclusive culture that will allow for continuous learning and growth.
Ongoing coachingand mentoringsupport.
Equipment and resources needed to complete assigned work.
Key Competencies and
Behavioral
Requirements
:
Demonstrated empathy
and effective communication skills.
Respectful and kind
demeanor in all communicationswhile 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.
Required Qualifications:
6+monthsof customer service experience
Basic computer skills
Must reside in the Pacific Standard Time Zone
(can also reside in Mountain Standard Time Zone but must be able to work PST hours).
?
Preferred Qualifications:
1+ years of customer service experience in acontactcenter environment, which may include calls, chatsor email correspondence depending on role
1+ years of claims, provider, dental,medicalorother relatedhealthcareexperience
Microsoft office experience preferred
Education:
High School Diploma, GED, or equivalent experience.
You must
have
:
High-speed internet access with adherence to workplacemodeland potential telework agreements.?
Willingness to work specific hours, with flexibility
This position pays
$18.50
/hour
.
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $31.30
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
Affordable medical plan options,
a
401(k) plan
(including matching company contributions), and an
employee stock purchase plan
.
No-cost programs for all colleagues
including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues
including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran - committed to diversity in the workplace.