Customer Service Representative

About the Role

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers, who include members of our benefit plans, employers, and healthcare providers. In this role, you will create connections by helping with benefits and claims to improve health and well-being. You will educate customers about their benefits and claims, resolve issues, and direct them to helpful resources. This position requires adaptability and empathy, handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. You will research issues, document outcomes, resolve inquiries, and deliver a high level of customer satisfaction.

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.

Requirements & Tech Stack

• Basic computer skills
• 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.
• Adherence to workplace model and potential telework agreements.

Qualifications

• 6+ months of customer service experience
• Demonstrated empathy and effective communication skills.
• Respectful and kind demeanor in all communications while being an advocate for customers.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple resources and tasks in a fast-paced environment.
• High School Diploma or equivalent

Preferred Qualifications

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

Work Schedule & Compensation

• Anticipated Weekly Hours: 40
• Time Type: Full time
• Typical Pay Range: $17.00 - $31.30 per hour. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Benefits

• This full-time position is eligible for a comprehensive benefits package, including:
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility.