Customer Service Representative

We're building a world of health around every individual , shaping a more connected, convenient, and compassionate health experience.

At CVS Health, you'll be surrounded by colleagues who care deeply, innovate with purpose, hold themselves accountable, and prioritize safety and quality in everything they do.

Job Summary: As a Customer Service Representative (CSR), you will handle in-bound calls from providers, pharmacies, members, and others, providing professional and courteous phone assistance through the criteria-based prior authorization process.

Responsibilities:

• Effectively manage work volume by handling inbound calls, fax, and electronic PA requests with courteous and professional behavior.
• Comply with departmental, company, and federal requirements when processing information to ensure accuracy.
• Communicate with internal groups regarding determination status and results.
• Identify and elevate clinical inquiries to the pharmacist team as needed.

Requirements:

• One year of customer service experience handling complex customer needs over the phone.
• Proficient PC skills, computer literacy, basic Google Suite skills, Windows-based applications, and strong keyboard skills.
• Ability to multitask and utilize multiple system applications simultaneously.
• Deliver confident and professional service to providers and internal partners.

Education: High School Diploma or GED equivalent.

Preferred Qualifications:

• Active Arizona Pharmacy Technician License or Registered/Licensed Pharmacy Technician Trainee.
• Valid/Active PTCB Certification or NHA Certification.
• Basic pharmaceutical knowledge.
• Experience working in a retail, hospital, medical office, or pharmacy setting.

Remote Work Requirements:

• Prior remote work experience.
• Ability to obtain high-speed internet and hardwire equipment.
• Distraction-free and private remote work environment.
• Reliable dependent care during working hours.

Work Schedule: 40-hour shift/schedule, Monday - Sunday, 8am-9pm EST.

Training: 5 weeks, Monday - Friday, 7:00am - 3:30pm MST (100% attendance required).

Career Development Opportunities: Opportunity to earn a Certified Pharmacy Technician Certificate through an apprenticeship program.

Benefits: Comprehensive benefits package, including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs.