Customer Service Representative at CVS Health

Overview

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.

Enjoy the best of both worlds with a hybrid work schedule after training. New hires will complete a 12-week onsite training program, Monday through Friday from 9:00 AM to 5:30 PM (Arizona time) , to ensure a strong foundation for success. Upon completion of training, employees transition to a hybrid schedule, working two days remotely and three days in the office each week.

Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum of 12 months.

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 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.
• Follow policies, procedures, and the CVS/Aetna Code of Conduct.
• Your performance will be measured by: Customer 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 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.
• Key Competencies and Behavioral

Requirements

• 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.
• Required

Qualifications

• 6+ months of customer service experience Basic computer skills Must be willing to work onsite at Phoenix-4755 S. 44th Place Preferred

Qualifications

• 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 Education: High School Diploma, GED, or equivalent experience.
• You must have: High-speed internet access with adherence to workplace model and 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 - $28.46 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 offering a comprehensive and competitive mix of pay and