Description
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.
Position Summary
We're seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers, including members of our benefit plans, employers that offer benefits, and doctors, hospitals, and other healthcare providers.
In this role, you will create connections with customers by helping with their benefits and claims to improve their health and well-being. You'll educate customers about their benefits and claims while resolving issues and directing them to helpful resources.
Key Responsibilities
- Actively listen and be an advocate for customers, understanding their needs and providing 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
Your performance will be measured by:
- 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.
- Your 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 for Success
Our Leadership and Welcome Teams will help you succeed by providing:
- 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.
- A supportive and inclusive culture that allows for continuous learning and growth.
- Ongoing coaching and mentoring support.
- Equipment and resources needed to complete assigned work.
Key Competencies and Behavioral Requirements
- Demonstrated empathy and effective communication skills.
- Respectful and kind demeanor in all communications while being an advocate for our customers.
- Strong problem-solving and decision-making abilities.
- Ability to manage multiple resources and tasks in a fast-paced environment.
Required Qualifications
- 6+ months of customer service experience.
- Basic computer skills.
- Must reside in CA.
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 or equivalent.
Additional Requirements
- Adherence to workplace model and potential telework agreements.
- High-speed internet (100 Mbps download | 25 Mbps upload) access with a direct wired ethernet connection to modem/router.
- Willingness to leverage technology and AI as key support tools.
- Willingness to work specific hours with flexibility.
Anticipated Weekly Hours
40
Time Type
Full-time
Pay Range
$17.00 - $31.30