Senior Assistant, Client and Colleague Support (Tier 2)-5

CVS Health; United States; On-site; USD 23,000 - 43,000; Full time

Benefits offered by this job

Medical

Dental

Vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health in Cumberland, RI is seeking a Client and Colleague Support Senior Assistant to partner with Supervisors and Team Leads. You’ll manage escalations, deliver timely resolutions, and support the Supplemental Benefits team. The role is onsite in Cumberland, RI, 9am-5:30pm, with a 40-hour workweek.

You’ll handle email support, maintain strong communication, and ensure service levels of 24-48 hours. The position contributes to an inclusive culture and adheres to CVS Health policies.

Qualifications

• 2+ years of customer service experience.
• 2+ years of experience with Microsoft Office (Excel, Word, Access, PowerPoint).
• Dedicated, work-from-home space free of distractions.
• Stable internet connection and reliability.
• Strong interpersonal and written/oral communication skills.
• Experience with email support.
• Ability to work in a structured, fast-paced call center environment.
• Ability to collaborate with colleagues at all levels and write effective documents.
• Internal colleagues must be in good standing to be considered.
• Education: High school diploma or higher; Associate’s degree preferred.

Responsibilities

• Manage daily escalations from Health Plans, internal teams, and call centers.
• Provide timely, accurate support with information, feedback, and resolutions.
• Investigate, respond to escalation emails, and update follow-up comments.
• Handle reimbursement claims and offline tasks (address validation, returned mail).

Skills

Customer service

Office Suite (Excel, Word, Access, PPT

Communication skills

Problem solving

Call center experience

Reliable home internet

Teamwork

Email support

Education

Associate's degree

High School diploma / GED

Tools

Call center software

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 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

As a Client and Colleague Support Senior Assistant, you will partner closely with the Supervisor and Team Leads to manage daily escalations from Health Plans, internal teams and Call Center teams. This role is responsible for delivering timely, accurate, and high-quality support by providing information, feedback, and resolutions to clients and colleague inquiries. Senior Assistants support the Supplemental Benefits team by investigating, completing and responding to escalation emails, updating Health Plan follow-up comments, reimbursement claims and performing additional offline work such as address validation, returned mail processing, and special projects as requested. All assigned work is expected to be completed within established service level targets of 24-48 hours. This role also supports a culture of inclusion and respect and ensures all work is performed in alignment with CVS Health policies, values, and applicable state, federal, and regulatory requirements. This is an onsite role in Cumberland, RI 9am-5:30pm.

Required Qualifications

• 2+ years of customer service experience
• 2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint
• Must have a dedicated, work-from-home space, free of distractions
• Ability to maintain a consistent, reliable, and stable internet connection
• Strong interpersonal and relationship building skills
• Experience with Email support
• Excellent oral, written, and interpersonal communication skills
• Good problem solving and critical thinking skills with focus on issue resolution and client/colleague satisfaction.
• Ability to work in a structured, fast paced call center environment
• Ability to work well with others
• Internal colleagues must be in good standing to be considered
• Must be able to communicate effectively with all levels and prepare effective written documents

Preferred Qualifications

• Experience in use of call center technologies/applications
• Experience working in a call center environment
• Associate's degree
• Education Verifiable High School diploma, GED, or equivalent work experience

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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

• medical
• dental
• 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.

We anticipate the application window for this opening will close on: 11/30/2026

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

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.