Customer Service Representative; Remote PST

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues — caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

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, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources.

This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions.

As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.

• Actively listen
  and be an advoc
  ate 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 andassistthem 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 andmaintainconfidential records of patient information.

• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Your performance will be measured by:

• C
  ustomer satisfaction with the service you provide.

• Demonstrating
  CVS/Aetna’s “Heart at Work” behaviors including Putting People First, Joining Forces, and Inspiring Trust.

• Your ability to resolve customer issues the first time they call.

• Quality and accuracy of interactions with customers.

• Reporting to work and adhering to your assigned schedule.

• New colleague orientationto learn about our company and your role.

• Engaging and comprehensive training ranging from 4 to18 weeks depending on thecustomerssupported.

• A supportive and inclusive culture that will allow for continuous learning and growth.

• Ongoing coaching and mentoring support.

• Equipment and resources needed to complete assigned work.

• 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.

• 6+monthsof customer service experience

• Basic computer skills

• Must reside in the Pacific Standard Time Zone (can also reside in Mountain Standard Time Zone but must be able to work PST hours).

• 1+ years of customer service experience in acontactcenter environment, which may include calls, chatsor email correspondence depending on role

• 1+ years of claims, provider, dental,medicalorother relatedhealthcareexperience

• Microsoft office experience preferred

High School Diploma, GED, or equivalent experience.

• High-speed internet access with adherence to workplacemodeland potential telework agreements.

• Willingness to work specific hours, with flexibility

This position pays $18.50/hour.

40

Full time

The typical pay range for this role is:

$17.00 – $31.30

This pay range represents the base hourly…