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About the Role

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers, including members of benefit plans, employers, and healthcare providers. In this role, you will create connections by helping with benefits and claims to improve health and well-being, educating customers, resolving issues, and directing them to helpful resources. This position requires adaptability and empathy, handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions.

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.
Utilize AI-enabled tools during training and servicing to improve efficiency, support problem-solving, and enhance customer experience.
Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Requirements

6+ months of customer service experience
Basic computer skills
Must work in Eastern Standard Time or Central Standard Time.
Adherence to workplace model and potential telework agreements.
High-speed internet (100 Mbps download | 25 Mbps upload) access with a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, and WiFi are not permitted.
Willingness to leverage technology and AI as key support tools.
Willingness to work specific hours with flexibility.

Skills

Empathy
Effective communication skills
Respectful and kind demeanor
Strong problem-solving abilities
Decision-making abilities
Ability to manage multiple resources and tasks in a fast-paced environment.

Location

Remote

Work Type

Full time

Experience Level

6+ months of customer service experience
1+ years of customer service experience in a contact center environment
1+ years of claims, provider, dental, medical or other related healthcare experience

Education Level

High School Diploma, GED, or equivalent experience.

Salary/Compensations

$18.50/hour
$17.00 - $31.30

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs

About the Company

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.
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.

Equal Opportunity

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