[Hiring] Health Concierge @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, 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, and resolving inquiries.
• Delivering a high level of customer satisfaction.
• Listening and responding to customer needs to inspire trust and loyalty.

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.

Qualifications

• 6+ months of customer service experience.
• Basic computer skills.
• Must live in EST, CST or Oregon, Washington, or Nevada.

Requirements

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role (preferred).
• 1+ years of claims, provider, dental, medical or other related healthcare experience (preferred).
• Microsoft Office experience preferred.

Benefits

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