[Hiring] Customer Service Representative @CVS Health

Role Description

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, and doctors, hospitals, and other healthcare providers. 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, and resolving inquiries.
• Delivering a high level of customer satisfaction.
• Listening and responding to customer needs to inspire 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.
• 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.

Performance Metrics

• Customer satisfaction with the service provided.
• Demonstrating CVS/Aetna’s Values in Action behaviors including caring, being accountable, innovating with purpose, and prioritizing safety and quality.
• Ability to resolve customer issues the first time they call.
• Quality and accuracy of interactions and empathy with customers.
• Reporting to work and adhering to your assigned schedule.

Support and Training

• 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.

Qualifications

• 6+ months of customer service experience.
• Basic computer skills.

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.

Requirements

• 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.

Compensation

• This position pays $18.50/hour.
• 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.
• Anticipated Weekly Hours: 40
• Time Type: Full time
• Pay Range: The typical pay range for this role is $17.00 - $31.30.

Benefits

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. The benefits for this position include:

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

Additional details about available benefits are provided during the application process.