Customer Service Representative

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

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, and doctors, hospitals, and other healthcare providers. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being.

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

Performance Metrics:

• Customer satisfaction with the service you provide
• Demonstrating CVS/Aetna's Values in Action behaviors, including caring, being accountable, innovating with purpose, and prioritizing safety and quality
• Ability to resolve customer issues the first time they call
• Service with Heart Quality and accuracy of interactions and empathy with customers
• Reporting to work and adhering to your assigned schedule

Support and Resources:

• New colleague orientation to learn about our company and your role
• Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported
• Supportive and inclusive culture that allows for continuous learning and growth
• Ongoing coaching and mentoring support
• Equipment and resources needed to complete assigned work

Requirements:

• 6+ months of customer service experience
• Basic computer skills
• Must work in Pacific Standard Time or Mountain Standard Time

Preferred Qualifications:

• 1+ year of customer service experience in a contact center environment
• 1+ year of claims, provider, dental, medical, or other related healthcare experience
• Microsoft Office experience preferred

Education:

• High School Diploma, GED, or equivalent experience

Pay and Benefits:

• $18.50/hour
• Typical pay range: $17.00 - $31.30
• Comprehensive benefits package, including medical, dental, and vision coverage, paid time off, retirement savings options, and wellness programs