Telephonic Support Associate

CVS Health; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading health services company is seeking a Telephonic Support Associate in Raleigh, NC. The role involves managing inbound and outbound calls related to the pre-certification process for Medicare and Commercial Insurance. Ideal candidates will have 1-3 years of customer service and call center experience, strong communication skills, and a high school diploma or GED. This full-time position offers a competitive hourly pay range of $17.00 - $25.65 and comprehensive benefits, promoting employee wellness and satisfaction.

Benefits

Affordable medical plan options

401(k) plan with matching contributions

Confidential counseling and financial coaching

Tuition assistance

Qualifications

• 1-3 years of customer service experience required.
• 1-3 years of call center experience required.
• Familiarity with medical terminology is preferred.

Responsibilities

• Manage inbound and outbound calls regarding services.
• Screen requests and refer them to medical services staff.
• Maintain documentation in compliance with standards.

Skills

Customer service experience

Call center experience

Strong communication skills

Proficiency with Microsoft Word and Excel

Education

High school diploma or GED equivalent

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

The Telephonic Support Associate supports Inbound and Outbound Queue’s and is responsible for receiving calls from facilities, providers, and members regarding the pre‑certification process for Medicare and Commercial Insurance.

Key Responsibilities

• Manage inbound and outbound calls from and to members or providers regarding services via phone, fax, or EDI.
• Screen requests and refer them appropriately to medical services staff.
• Approve services not requiring medical review, according to the benefit plan.
• Conduct non‑clinical research such as eligibility checks, COB, and benefits verification.
• Maintain accurate, comprehensive documentation in compliance with risk management, regulatory, and accreditation standards.
• Protect member confidentiality and adhere to company privacy policies.
• Communicate with Aetna Case Managers when processing transactions for members in applicable programs.
• Perform additional duties as needed.

Required Qualifications

• 1-3 or more years of customer service experience
• 1-3 or more years of call center experience
• Can reside anywhere USA.
• Work schedule is 3:30 PM - 12:00 AM EST

Preferred Qualifications

• Familiarity with basic medical terminology and care‑management concepts
• 2–4 years of experience as a medical assistant, office assistant, or similar clinical role
• Strong communication skills—both verbal and written
• Excellent customer service abilities, including responsiveness, issue sensitivity, and proactive problem resolution to support positive member outcomes
• Proficiency with computer systems, including Microsoft Word and Excel
• Ability to work effectively within a multidisciplinary team, both internally and externally

Education

• High school diploma or GED equivalent

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range

The Typical Pay Range For This Role Is

$17.00 - $25.65

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.

Great Benefits For Great People

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 02/20/2026

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