Customer Service Representative

Job Title: Customer Service Representative

Company: CVS Health

About the Role

CVS Health is building a world of health around every individual, shaping a more connected, convenient, and compassionate health experience. Join a team of passionate colleagues who care deeply, innovate with purpose, hold themselves accountable, and prioritize safety and quality.

Position Summary

Seeking a compassionate, customer-obsessed Customer Service Representative to care for members of benefit plans, employers, and healthcare providers. Create connections by helping customers with their benefits and claims to improve their health and well-being. Educate customers, resolve issues, and direct them to helpful resources. This role requires adaptability and empathy, handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. Research issues, document outcomes, resolve inquiries, and deliver a high level of customer satisfaction.

Key Responsibilities

• Actively listen and 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.

Key Competencies and Behavioral Requirements

• 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.

Requirements & Tech Stack

• Basic computer skills.
• Must live in PST - State of NV, OR, WA, CA.
• 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.

Qualifications

Required Qualifications

• 6+ months of customer service experience.
• High School Diploma, GED, or equivalent experience.

Preferred Qualifications

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

Pay & Benefits

• Hourly Pay: $18.50/hour
• Typical Pay Range: $17.00 - $28.46
• Time Type: Full time
• Anticipated Weekly Hours: 40
• Comprehensive benefits package including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs.