Customer Service Representative
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Job Description
CVS Health customer service representative supporting members, employers, and healthcare providers with benefits and claims. Resolving inquiries remotely while improving customer satisfaction and first-call resolution.
Responsibilities:
- Listen actively and advocate for customers by understanding their needs and providing guidance and support
- Resolve customer inquiries and issues efficiently while documenting all interactions
- Educate customers about benefits and available resources and help them navigate options
- 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
- Research issues, document outcomes, resolve inquiries, and deliver high customer satisfaction
- Use AI-enabled tools during training and servicing to improve efficiency, problem-solving, and customer experience
- Follow policies, procedures, and the CVS/Aetna Code of Conduct
- Meet performance expectations for customer satisfaction, first-call resolution, interaction quality and accuracy, empathy, values-based behaviors, and schedule adherence
Requirements:
- Minimum 6 months of customer service experience
- Basic computer skills
- Must work in Pacific Standard Time in Idaho, Oregon, Washington, or Nevada
- Preferred: 1+ years of customer service experience in a contact center environment
- Preferred: 1+ years of claims, provider, dental, medical, or related healthcare experience
- Microsoft Office experience preferred
- High School Diploma, GED, or equivalent experience
- Adherence to workplace model and potential telework agreements
- High-speed internet with 100 Mbps download and 25 Mbps upload access
- Direct wired Ethernet connection to modem/router required; hotspots, satellite, fixed wireless, and WiFi are not permitted
- Willingness to leverage technology and AI as support tools
- Willingness to work specific hours with flexibility
- 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
Benefits:
- $2,000 sign-on bonus for qualified new hires after 9 months of service, with 12 months of continuous employment required
- New colleague orientation
- Comprehensive training lasting 4 to 18 weeks
- 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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