Remote Behavioral Health Customer Advocate

CVS Health Corporation; United States; A distancia; USD 26.000 - 43.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Descripción de la vacante

CVS Health is seeking a full-time Customer Service Representative aligned with the Behavioral Health team to advocate for members, help them navigate benefits, and understand claims. The role emphasizes guiding members through their plan details and available resources with compassionate service.

After training (8 weeks, EST hours), you will work within a schedule that may include evenings. The position offers a comprehensive benefits package including medical, dental, and vision coverage, paid

Formación

• 1-3 years of call center and/or customer service experience.
• 1-3 years of healthcare and/or medical insurance experience.
• Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs.
• A private and confidential workspace free from distractions.
• A hardwired Ethernet connection
• Time management to respond promptly to emails, calls, and chats.
• Active listening to effectively handle upset members.

Responsabilidades

• Takes inbound calls from members and determines the quickest, most effective ways to answer questions.
• Creates an emotional connection with members by understanding and engaging them to champion their health.
• Records within the member management system.
• Provides introductory information and connects members with benefits/external resources.
• Reviews members' claim history to ensure accurate tracking of benefit maximums, including deductible and coinsurance levels.
• Explains members' rights and responsibilities per plan contracts.
• Sends outbound emails to members as needed.
• Supports members with troubleshooting and deescalation.
• Escalates queries and concerns when necessary.
• Ensures member satisfaction by handling complaints and inquiries.
• Works with the customer service team to share solutions and processes.

Conocimientos

Call center experience

Customer service experience

Healthcare/medical insurance

Basic computer skills

Time management

Active listening

Educación

High school diploma or equivalent

Associates degree

Herramientas

IP phones

CRM software

Word processing

Database

Email/Chat tools

Descripción del empleo

CVS Health is seeking a full-time Customer Service Representative aligned with the Behavioral Health team to advocate for members, help them navigate benefits, and understand claims. The role emphasizes guiding members through their plan details and available resources with compassionate service.

After training (8 weeks, EST hours), you will work within a schedule that may include evenings. The position offers a comprehensive benefits package including medical, dental, and vision coverage, paid