Customer Service Representative
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Job Description
Provider Customer Service Representative helping CVS Health members and healthcare providers resolve benefits and claims issues. Researching inquiries, educating customers, and delivering empathetic remote support.
Responsibilities:
- Listen actively, advocate for customers, understand their needs, and provide guidance and support
- Resolve customer inquiries and issues efficiently while documenting all interactions
- Educate customers about benefits and claims
- Help customers navigate available resources and options
- Research issues, document outcomes, resolve inquiries, and deliver high customer satisfaction
- Anticipate customer needs and provide proactive solutions
- Collaborate with team members and other departments to address service issues and improve outcomes
- Document customer correspondence and maintain confidential patient information records
- Follow policies, procedures, and the CVS/Aetna Code of Conduct
- Meet performance expectations for customer satisfaction, first-call resolution, interaction quality and accuracy, Heart at Work behaviors, and schedule adherence
Requirements:
- 6+ months of customer service experience
- Basic computer skills
- High School Diploma, GED, or equivalent experience
- High-speed internet access (100mbs)
- Adherence to workplace model and potential telework agreements
- Willingness to work specific hours, with flexibility
- Ability to work between 7am to 7pm local time, Monday through Friday, with schedules varying periodically
- Demonstrated empathy and effective communication skills
- Respectful and kind demeanor in all communications
- Strong problem-solving and decision-making abilities
- Ability to manage multiple resources and tasks in a fast-paced environment
- 1+ years of customer service experience in a contact center environment preferred
- Microsoft Office experience preferred
Benefits:
- $2,000 sign-on bonus after 9 months of service, subject to remaining continuously employed for a minimum 12 months
- New colleague orientation
- Comprehensive 7-week training
- Supportive and inclusive culture
- Continuous learning and growth
- Ongoing coaching and mentoring support
- Equipment and resources needed to complete assigned work
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources based on eligibility
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