Customer Service Representative (arizona) - Remote Eligible

Customer Service Representative

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Customer Service Representative acts as a representative of the company by answering and documenting all incoming contacts, in order to determine their nature, while responding to complex calls related to specialized services.

In this role, you will:

• Ensure that every member is shown respect and kindness, as well as that all questions are thoroughly answered, in order to ensure a high level of customer satisfaction and loyalty.
• Identify and evaluate appropriate data to determine and implement the appropriate course of action, in order to resolve the complaint and/or coordinate service recovery.
• Follow established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.
• Handle the answering of questions regarding prescription insurance, medication coverage, and mail-order prescriptions, allowing members to better understand their coverage and options.
• Communicate effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Organize training sessions to educate internal staff on premium customer service processes, policies, and best practices.
• Perform required training to understand how to use available tools, in order to recall necessary information.
• Document all customer correspondence and maintain confidential records of patient information.

Required Qualifications

• 1+ year of experience in a health care call center setting.
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook).
• Must reside in Arizona.

Preferred Qualifications

• Demonstrated problem solving and decision-making skills.
• Demonstrated knowledge of medical terminology.
• Strong organizational and time management skills.
• Excellent communication skills.
• Ability to demonstrate empathy in a professional, customer-oriented manner.

Education

• High school diploma or GED.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $17.00 - $28.46. 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.

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.