Description
We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.
As a Client and Colleague Support Senior Assistant, you will partner closely with the Supervisor and Team Leads to manage daily escalations from Health Plans, internal teams and Call Center teams.
This role is responsible for delivering timely, accurate, and high‑quality support by providing information, feedback, and resolutions to clients and colleague inquiries.
Senior Assistants support the Supplemental Benefits team by investigating, completing and responding to escalation emails, updating Health Plan follow‑up comments, reimbursement claims and performing additional offline work such as address validation, returned mail processing, and special projects as requested.
All assigned work is expected to be completed within established service level targets of 24–48 hours.
This role also supports a culture of inclusion and respect and ensures all work is performed in alignment with CVS Health policies, values, and applicable state, federal, and regulatory requirements.
Responsibilities
- Partner with Supervisor and Team Leads to manage daily escalations
- Deliver timely, accurate, and high‑quality support to clients and colleagues
- Investigate, complete and respond to escalation emails
- Update Health Plan follow‑up comments and reimbursement claims
- Perform additional offline work such as address validation and special projects
Requirements
- 2+ years of customer service experience
- 2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint
- Strong interpersonal and relationship building skills
- Excellent oral, written, and interpersonal communication skills
- Good problem solving and critical thinking skills with focus on issue resolution and client/colleague satisfaction
Preferred Qualifications
- Experience in use of call center technologies/applications
- Experience working in a call center environment
- Associate’s degree
Benefits
- Medical, dental, and vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
Pay Range
$17.00 - $31.30 per hour