Customer Service Representative - Bilingual; Spanish

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.

We are seeking a compassionate, customer‑obsessed Spanish Bilingual 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.

The starting pay for this position is $19.02/hour.

This position will have virtual training and once training is successfully completed, the position is considered work from home. Please note training is up to 10 weeks, 8 hours per day, Monday – Friday (Can be scheduled to start as early as 7am in your time zone and end as late as 7pm in your time zone). Time off requests will not be approved during training.

Permanent schedules can be assigned with start times as early as 7am EST and end as late as 8pm EST. Adjust based on your time zone.

• High‑speed internet access with adherence to workplace model and potential telework agreements.
• Willingness to work specific hours, with flexibility.

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

• Customer 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 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 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+ months of customer service experience.
• Basic computer skills.
• Bilingual in Spanish and English as certified by a language assessment.

• 1+ years of customer service experience in a contact center environment, which may include calls,…