Customer Service Representative (central Time Zone) - 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.

Central Time Zone Only

Training Schedule: M-F 8am-4:30pm CST; 19 weeks of training

Post Training Temporary Schedule: Must be available to work an assigned 8 hour shift between 7am and 5:30pm CST

Post Training Permanent Schedule: Will work an 8 hour shift between 6am and 9pm CST including weekends; via shift bid

Position Summary

Customer Service Representatives are the face and support the overall operational effectiveness of the MHBP Service Operations team, so all members and providers experience the same exceptional level of service. CSRs engage, consult, and educate members and providers based upon the callers' unique needs, preferences, and understanding of the MHBP plans and resources. Customer inquiries are basic and at time complex in nature.

Customer Service Representatives will be expected to:

- Answer questions and resolve issues with individualized customer service based on phone calls from members and providers.

- Utilize multiple applications and available resources to ensure prompt member and provider satisfaction.

- Document and track contacts with members, providers, or any additional callers.

- Complete outbound calls to members or providers to provide education and/or assist with escalations.

- Be empathetic and compassionate. Build a trusting relationship with our members by engaging and providing education to support them in managing their health and guiding them along a clear path to care.

- Provide end to end accountability for the member or provider by anticipating needs and providing information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.

- Guide the member through their plan benefits, policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.

Required Qualifications

• 1-2 years previous call center experience.
• Ability to handle calls efficiently in a high paced call center environment.
• Strong verbal and written communication skills.
• Must be focused, detail oriented and quality driven.
• Strong critical thinking skills.
• Supports individual, team, and business goals and initiatives.
• Must demonstrate member centric customer service and the drive to be fully our members' champion by managing each call with the purpose of first call resolution.

Education

High School or GED equivalent.

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.

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.

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.