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.

We areseekinga compassionate,customer-obsessed

Customer Service Representative to care for our customers. Our customers include members of ourbenefitplans,employers that offer benefits,and doctors, hospitals, and other healthcare providers. In this role, you will create connections with our customers byhelpingwiththeir benefits and claimsto improve their health and well‑being. You willbe responsible for educating customers about their benefits and claims while resolving issues and directing them to helpfulresources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction throughkind and respectful interactions.

As the face of our company, you willcare for our customers by researching issues, documenting outcomes, resolvinginquiriesanddeliveringa high levelof customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiringtrust and loyalty.

• 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.
• Utilize
  AI-enabled toolsduring training and servicing to improve efficiency, support problem-solving, and enhance customer experience.
• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

• Customer satisfaction with the service you provide.
• Demonstrating CVS/Aetna’s Values in Actionbehaviors include 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.

• 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.

_ Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months. _

• 6+ months of customer service experience
• Basic computer skills
• Must work in Eastern Standard Time or Central Standard Time.

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