Customer Service Representative

The Voluntary Protection Programs Participants' Association, Inc; Harrisburg (Dauphin County); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking compassionate individuals to join their customer service team. This role involves engaging with members to understand their needs and providing tailored support in a dynamic work-from-home environment. With a focus on empathy and effective communication, you will play a crucial role in enhancing the customer experience. The company offers a competitive hourly wage and a comprehensive benefits package, ensuring that you are well-supported in your professional journey. If you are passionate about making a difference in healthcare, this opportunity is perfect for you.

Benefits

Medical Benefits

Dental Benefits

Vision Benefits

401(k) Retirement Plan

Employee Stock Purchase Plan

Paid Time Off

Paid Holidays

Short-term Disability

Long-term Disability

Education Assistance

Qualifications

• Customer service experience in a call center or retail environment preferred.
• Must live in the Eastern Time zone.

Responsibilities

• Resolve issues as a single-point-of-contact for members and providers.
• Educate customers on benefit plans and services to enhance their experience.
• Collaborate with colleagues to deliver a world-class customer experience.

Skills

Customer Service

Empathy

Communication Skills

Organizational Skills

Education

High School Diploma

Job description

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

This is a work at home opportunity for candidates in the EST time zone and the salary is $18.00 per hour.

Training and Shift:

• 17 weeks for training - Training hours- 8:30am – 5:00pm EST.
• Shift hours must be available from 8am-8pm EST.
  

• Answers questions and resolves issues as a “single-point-of-contact” based on phone calls from plan sponsors, members, and providers. Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest.
• Fully understands the member’s needs by building a trusting and caring relationship with the member.
• Anticipates customer needs. Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.
• Uses customer service threshold framework to make financial decisions to resolve member issues.
• Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company.
• Utilizes all relevant information to effectively influence member engagement.
• Takes immediate action when confronted with a problem or made aware of a situation.
• Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.
• Identifies member needs beyond the initial inquiry by answering the unasked questions.
• Resolves issues without or with limited management intervention.
• Provides education to members to support them in managing their health.
• Responds quickly to meet customer needs and resolve problems while avoiding over-committing.
• Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility.
• Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals.
• Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded. Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest.
• Partners with other departments to deliver client specific presentations.
• Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service.
• Works collaboratively with colleagues to deliver the best customer experience.
• Seeks to understand the customer, including circumstances, problems, expectations and needs.
• Asks probing questions to identify the underlying customer needs.
• Appropriately transitions conversations to explore possibilities for extending customer interactions.
• Guides members to the appropriate health resource. Offers alternatives where appropriate.
• Acts with the best interest of customer in mind and central to all interactions.
• Collaborates with colleagues and co-workers to deliver a world class customer experience.
• Serves as SME providing technical assistance when needed on call related issues, products, and/or system applications delivery matters.
• May participate in preparation and presentation of client specific presentations.
• May track and trend data. Coaches, trains and assists in the development of call center staff, as required.
• Participates in and/or leads special projects/initiatives addressing service issues, as necessary.
• Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed.
• Delivers internal quality reviews.
• Provides appropriate support in third party audits when required. Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Required Qualifications:

• Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
• Must live in the East Coast in Eastern Time zone.

Preferred Qualifications:

• Effective organizational skills and ability to manage multiple tasks.
• Effective communication skills, both verbal and written.

Education:
High School Diploma Required.

Pay Range

The typical pay range for this role is:

$17.00 - $34.15

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 02/24/2025.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.