[Hiring] Bilingual Customer Service Representative @CVS Health

Role Description

The Bilingual Customer Service Representative serves as a key point of contact for customers, providing professional and accurate support in both English and Spanish for routine and complex inquiries. The representative:

• Researches and resolves issues.
• Educates customers on applicable plans, policies, procedures, tools, and resources.
• Documents interactions.
• Coordinates with appropriate teams when additional review is required.

Within Broker Services, the representative handles inbound brokerage inquiries related to:

• Application status.
• Contracting.
• Appointments.
• Certifications.
• Commissions.
• Producer eligibility.

Responsibilities may include:

• Processing Medicare contracts and appointments.
• Verifying certifications.
• Reviewing commission inquiries.
• Performing data entry.
• Assisting with credentialing and recredentialing questions.
• Supporting background check review and documentation.

This role requires strong customer service, research, problem-solving, communication, and system-navigation skills, with an emphasis on:

• Accuracy.
• Ownership.
• Compliance.
• Delivering a positive customer experience in both English and Spanish.

Qualifications

• Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers in both languages.
• Must be located in either Eastern or Central Time Zone.
• Strong verbal and written communication skills with a customer-focused and empathetic approach.
• Strong research, problem-solving, and analytical skills.
• Ability to navigate multiple systems, applications, and resources simultaneously.
• Strong attention to detail and accuracy when processing contracts, appointments, certifications, commissions, and producer information.
• Ability to understand and apply established policies, procedures, and regulatory requirements.
• Strong data entry and documentation skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Demonstrated accountability and ownership in researching and resolving customer inquiries.

Requirements

• Previous customer service, call center, broker services, or health insurance experience.
• Experience supporting brokers, producers, agents, or other external business partners.
• Knowledge of Medicare products, contracting, appointments, certifications, and commissions.
• Familiarity with health insurance terminology, benefit plans, enrollment processes, and regulatory requirements.
• Experience working across multiple systems in a high-volume service or processing environment.
• Proficiency with Microsoft Office applications.
• Strong organizational, research, problem-solving, and time-management skills.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs.
• Other resources, based on eligibility.