Customer Service Representative

4062 Aetna Resources, LLC; United States; Remote; USD 23,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Retirement savings options

Paid time off

Job summary

CVS Health is hiring a Customer Service Representative to assist members, providers, and employers with benefits and claims while delivering a high level of customer satisfaction. You’ll educate customers, resolve issues, and guide them to helpful resources with empathy and care.

As the face of CVS Health, you will document outcomes, research issues, and deliver thoughtful service using AI-enabled tools to improve efficiency and effectiveness.

Qualifications

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

Responsibilities

• Actively listen and advocate for customers while guiding and supporting.
• Resolve inquiries and issues efficiently, documenting interactions.
• Educate customers about resources and options available to them.
• Anticipate needs and provide proactive solutions to enhance satisfaction.
• Collaborate with team members and other departments to improve outcomes.
• Document all correspondence and maintain confidential patient records.
• Utilize AI-enabled tools during training and servicing to improve efficiency.

Skills

Customer service

Communication skills

Problem solving

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

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 ourselvesaccountable 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 areseekinga compassionate,customer-obsessedCustomer Service Representativeto care for our customers. Our customers include members of ourbenefitplans,employers that offerbenefits,anddoctors, hospitals, and otherhealthcare providers. In this role, you will create connections with our customers byhelpingwiththeir benefits and claimsto improve their health and well‑being. You willbe responsible foreducating 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 andrespectful interactions.

As the face of ourcompany, you willcare for our customers by researchingissues, documentingoutcomes, resolvinginquiriesanddeliveringa high levelof customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiringtrust 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.
• 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.

Your performance will be measured by:

• 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 HeartQuality and accuracy of interactions and empathy with customers.
• Reporting to work and adhering to your assigned schedule.

OurLeadership and WelcomeTeamswillhelpyousucceedby providing:

• 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.

Key Competencies andBehavioralRequirements:

• 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. _

Required Qualifications:

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

Preferred Qualifications:

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
• 1+ years of claims, provider, dental, medical or other related healthcare experience
• Microsoft office experience preferred

Education:

High School Diploma, GED, or equivalent experience.

You musthave:

• Adherence to workplace model and potential telework agreements.
• High-speed internet(100 Mbps download | 25 Mbps upload)accesswith a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, andWiFiare notpermitted.
• Willingness to leverage technology and AI as key support tools.
• 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.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include 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 and on Benefits Moments.

This job does not have an application deadline, as 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.