Customer Service Representative

CVSHealth; Massachusetts; Hybrid; USD 23,419 - 42,705; Full time

Benefits offered by this job

Sign-on bonus

Telework options

Job summary

CVS Health in Massachusetts is seeking a compassionate Customer Service Representative to assist members, employers, doctors and hospitals with benefits and claims. You will educate customers, resolve inquiries, and document outcomes while delivering high satisfaction in a fast-paced, supportive environment.

The role emphasizes empathy, reliability and clear communication. New hires may receive a $2,000 sign-on bonus after 9 months of service, with potential telework arrangements.

Qualifications

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

Responsibilities

• Actively listen and 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.

Skills

Customer service

Communication

Education

High School Diploma, GED, or equivalent

Tools

Microsoft Office

Job description

Overview

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

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.

Key Responsibilities

• 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.

Performance Metrics

• Customer satisfaction with the service provided.
• Demonstrating CVS/Aetna’s “Heart at Work” behaviors including Putting People First, Joining Forces, and Inspiring Trust.
• Ability to resolve customer issues on first contact.
• Quality and accuracy of interactions with customers.
• Reliability in reporting to work and adhering to the assigned schedule.

Support for Success

• New colleague orientation to learn about the company and role.
• Training ranging from 4 to 18 weeks depending on the customers supported.
• A supportive and inclusive culture that encourages continuous learning and growth.
• Ongoing coaching and mentoring support.
• Equipment and resources needed to complete assigned work.

Key Competencies and Behavioral Requirements

• Demonstrated empathy and effective communication skills.
• Respectful and kind demeanor in all communications while advocating for customers.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple resources and tasks in a fast-paced environment.

This position pays $18.50 per hour.

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.

Required Qualifications

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

Preferred Qualifications

• 1+ years of customer service experience in a contact center environment, including calls, chats or email
• 1+ years of claims, provider, dental, medical or related healthcare experience
• Microsoft Office experience preferred

Education

• High School Diploma, GED, or equivalent experience.

You Must Have

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

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $17.00 - $31.30

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Benefits

We offer a comprehensive and competitive mix of pay and benefits that supports the well-being of colleagues and their families, including medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process.

Notice

This job does not have an application deadline; CVS Health accepts applications on an ongoing basis. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.