Provider Customer Service Representative

CVS Health Corporation; United States; Hybrid; USD 2,342,000 - 4,271,000; Full time

Benefits offered by this job

Sign-on bonus

7 weeks training

New colleague orientation

Job summary

CVS Health is seeking a compassionate, customer-obsessed Provider Customer Service Representative to care for our customers. You will help with benefits and claims, educate customers, resolve issues, and direct them to resources. This full-time role requires adaptability and empathy to handle a variety of inquiries and ensure customer satisfaction.

The position pays $18.50/hour. Anticipated weekly hours are 40, with shifts from 7am to 7pm local time, Monday through Friday.

Qualifications

• 6+ months of customer service experience.
• High School Diploma, GED, or equivalent experience.

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.

Skills

Customer service

Basic computer skills

Education

High School Diploma

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:

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.

We are seeking a compassionate, customer-obsessed ProviderCustomer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, and/or 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.

This position pays $18.50/hour.

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.

Your performance will be measured by:

• Customer satisfaction with the service you provide.
• Demonstrating CVS/Aetna’s “Heart at Work” behaviors including Putting People First, Joining Forces, and Inspiring Trust.
• Your ability to resolve customer issues the first time they call.
• Quality and accuracy of interactions with customers.
• Reporting to work and adhering to your assigned schedule.

Our Leadership and Welcome Teams will help you succeed by providing:

• New colleague orientation to learn about our company and your role.
• Engaging and comprehensive training for 7 weeks.
• 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 and Behavioral Requirements:

• 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.

Required Qualifications:

• 6+ months of customer service experience.
• Basic computer skills.

Preferred Qualifications:

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role.
• Microsoft office experience preferred.

Education:

High School Diploma, GED, or equivalent experience.

You must have:

• High-speed internet access (100mbs) with adherence to workplace model and potential telework agreements.
• Willingness to work specific hours, with flexibility.

Anticipated Weekly Hours

40

Work hours will be between 7am to 7pm local time, Monday through Friday, and can vary periodically throughout the year. Advance notice will be given if schedules are changed.

Time Type

Full time

Pay Range

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