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 passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

This role serves as a compassionate connection point for members seeking support with everyday challenges and social needs. The Customer Service Representative will engage with members through both inbound and outbound calls, taking time to understand their unique circumstances and connect them with meaningful community resources. Candidates with personal caregiving experience or lived experiences similar to those of our members are highly valued, as they bring a deeper level of understanding and relatability to each interaction.

• Conduct outbound outreach and respond to member inquiries with professionalism, compassion, and respect.
• Build trust through active listening, empathy, and patience while assessing members' needs and concerns.
• Research and connect members with local resources related to food assistance, housing, utilities, financial support, and other community services.
• Provide timely follow-up to ensure members receive the support and information they need.
• Advocate for members by helping them navigate available resources and overcome barriers to care.
• Effectively utilize multiple systems and tools, including working across multiple monitors, to document interactions and manage member support activities.

This position is ideal for individuals who are passionate about helping others, creating positive member experiences, and making a meaningful impact in their communities.

• 1+ year of customer service experience, with proven customer service skills.
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens. Working knowledge of Microsoft© products (Outlook, Excel, folders)
• Ability to regularly access a designated workspace free from noise and other distractions.
• High-speed internet with the ability to hardwire via ethernet from cable modem to PC.

• Bilingual preferred and able to pass language certification, if bilingual.
• 1+ year of experience in a call center setting, specifically related to inbound/outbound calls.
• Knowledge of Medicaid, specifically related to communicate source navigation.
• Strong communication skills (oral and written).
• Strong analytical and problem-solving skills.
• Active listening proficiency.
• Ability to be receptive to feedback and to embrace continuous improvement.
• Positive attitude and strong interpersonal skills.
• Ability to display empathy towards customers’ needs and concerns
• Desire to contribute to building a positive team spirit.

• High school diploma or GED.

40

Full time

$17.00 - $28.46

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they…