Customer Service Representative (Remote EST)

Company Overview

CVS Health is committed to creating a more connected, convenient, and compassionate health experience for individuals. Their team is driven by passion, innovation, accountability, safety, and quality.

Position Summary

We are looking for a dedicated Customer Service Representative who demonstrates empathy and a customer-first mindset to support members of benefit plans, employers, healthcare providers including doctors and hospitals. The role entails helping customers understand and navigate their benefits and claims, resolving inquiries effectively, and ensuring a positive experience through respectful communication.

Key Responsibilities

• Listen closely and advocate for customer needs, offering guidance and assistance.
• Efficiently resolve customer issues while accurately documenting interactions.
• Inform customers about resources and help them navigate available options.
• Predict customer needs and provide proactive support to boost satisfaction.
• Work collaboratively with colleagues and departments to resolve service challenges.
• Maintain confidential records and document all customer communications.
• Follow organizational policies, procedures, and the CVS/Aetna Code of Conduct.

Performance Metrics

• Customer satisfaction levels with provided service.
• Exemplification of CVS/Aetna's values such as Putting People First and Building Trust.
• Effectiveness in addressing customer concerns on the first contact.
• Accuracy and quality in customer interactions.
• Consistent attendance and adherence to scheduled hours.

Training and Support

• Structured orientation to understand company and role.
• Comprehensive training lasting 4-18 weeks, depending on customer segment.
• Inclusive culture promoting continuous learning and personal development.
• Ongoing coaching and mentorship.
• Provision of necessary tools and equipment.

Required Skills and Experience

• Minimum 6 months customer service experience.
• Basic computer proficiency.
• Residence within the Eastern Standard Time zone.

Preferred Qualifications

• At least 1 year of customer service experience in contact centers involving phone, chat, or email support.
• Healthcare-related experience such as claims, provider services, dental or medical fields.
• Experience with Microsoft Office preferred.

Education

High school diploma, GED, or equivalent experience required.

Work Requirements

• Reliable high-speed internet and compliance with remote work protocols.
• Flexibility to work assigned hours within a full-time schedule (typically 40 hours weekly).

Compensation and Benefits

The position pays $18.50 per hour with a pay range between $17.00 and $28.46 based on experience, education, and location. Qualified new hires are eligible for a $2,000 sign-on bonus after nine months of continuous employment, with a minimum employment duration of 12 months. A comprehensive benefits package is available including medical, dental, vision, paid time off, retirement plans, and wellness programs.

Equal Opportunity and Eligibility

Applications are accepted continuously with no deadline. The employer considers applicants with arrest or conviction records fairly, adhering to legal requirements.