Customer Service Representative; Overnight

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.

Position Summary This customer service position interacts directly with customers to answer questions, solve problems, provide education, and maintains our company's reputation for high-quality service. It requires independent and self-directed performance. The primary function is to effectively handle incoming or outgoing phone calls to patients, clients, and other customers while proactively gaining patient and order information. This position requires a working knowledge of insurance, health care, reimbursement-related requirements for dispensing, processing of new referrals, and providing customer education, and routine assessment and problem identification with appropriate escalation to a pharmacist.

This is primarily a WORK FROM HOME position. However, candidates must live within a 75-mile commutable distance from Orlando, FL or Monroeville, PA and be willing to come onsite for equipment/technical issues, and performance review discussions.

Overnight shift between Hours of operation 8:00PM – 8:00AM

• Must live within 75 miles of Orlando, FL or Monroeville, PA
• 1+ years of experience in a customer service role handling and resolving a high volume of complex customer needs over the phone
• 1+ years of work experience with Windows-based applications like Microsoft Office (Outlook, Excel, Teams, Word) internet navigation, and email applications.
• 1+ years of computer keyboarding experience, skills and aptitude.
• You must have a direct/hardwired internet connection to a modem/router within 7 feet of your computer and a minimum download speed of 25 mbs download and 3 mbs upload. WiFi and satellite are not permitted. A secure and private home workspace free from distractions is required.

Must be able to sit or stand for duration of shift (8-10 hours). Must be able to occasionally lift 25-50 lbs. during a shift. Reaching and grasping objects at various levels is required. While performing the essential functions of this job, the employee is required to utilize a keyboard and operate departmental machinery. The noise level in the work environment is usually moderate.

• Customer service orientation and ability to adapt/respond professionally
• High volume phone contact handling and verbal communication skills including active listening
• Ability to capture necessary information from the patient discussion while multi-tasking and toggling between numerous computer applications
• Ability to multi-task, prioritize and manage time effectively
• Problem solving skills, conflict resolution, and ability to think under pressure
• Use of empathy and patience when dealing with confused or irate customer
• Attention to detail

• High School Diploma or equivalent work experience.

Anticipated Weekly Hours 40

Time Type Full time

Pay Range The typical pay range for this role is: $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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range…