Customer Service Representative -Operations

CVS Health is the nation’s leading health solutions company, dedicated to transforming health care for millions of Americans. They are seeking a Customer Service Representative to handle incoming contacts and provide exceptional service to members, ensuring high levels of customer satisfaction and loyalty.

Responsibilities

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services
• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty
• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
• Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry
• Handles the answering of questions regarding prescription insurance, medication coverage, and mail-order prescriptions so that our members better understand their coverage and options
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved
• Organizes training sessions to educate internal staff on premium customer service processes, policies, and best practices
• Performs required training to understand how to use tools available to recall necessary information
• Documents all customer correspondence and maintains confidential records of patient information

Skills

• This role will require an understanding of insurance concepts, including governmental plans, ancillary plan benefits, and other coverages
• Minimum 6 months experience in a customer service or call center environment. (call center type environments preferred, if doctor's office then anything below managing 75 calls/day would not translate to similar environment)
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel
• Basic alpha number data entry skills with attention to accuracy and quality is essential
• Intermediate math skills are required with attention to detail and quality essential
• Ability to work with people in a team environment while meeting individual performance goals
• Must be able to read and interpret policies, procedures and instructions
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential
• 1+ years in a customer service or call center environment (call center type environments preferred, if doctor's office then anything below managing 75 calls/day would not translate to similar environment)

Benefits

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• 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

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