Health Plan Client Support Specialist – Representative L - Remote Eligible

Health Plan Client Support Specialist

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.

The Health Plan Client Support Specialist – Rep I is an important first line of contact for our clients. Rep I's set the tone for how clients view our company and services while providing them with the right information at the right time to help resolve member issues and concerns.

This is an entry level position into Health Plan Client Support. An HPCS Specialist – Rep I is expected to professionally manage a high volume of correspondence to include but not limited to phone calls, emails, and SalesForce cases from clients and internal partners to ensure that issues are resolved both promptly and accurately. Correspondence should be professional, thorough and deliver a clear message.

The HPCS Specialist – Rep I will continuously evaluate and identify opportunities to drive process improvements that positively impact the client/member experience.

The HPCS Specialist – Rep I will work collaboratively with internal/external business partners to provide solutions for our clients/members. Rep I's are expected to take responsibility for following through and bringing outstanding issues to closure on the initial contact with the client.

The HPCS Specialist – Rep I is expected to promote a positive team environment and seek opportunities to develop professional expertise that support their goals and the objectives of the company.

Candidate must be in Pacific or Mountain Time Zone. Occasional need for scheduled overtime, weekend and holidays as determined by business need.

Required Qualifications

3+ years of experience in a complex, high-impact customer interfacing role

High School Diploma or GED required. Bachelor's degree preferred.

Responsibilities:

• Effectively resolve issues with the ability to remain calm and professional in emotionally charged situations while deescalating clients/members issues.
• Able to effectively utilize resources such as company tools, databases, and/or references.
• Works collaboratively with both internal and external business partners to provide swift resolutions to our clients/members.
• Consistent performance that meets/exceeds established goals (Example: Attendance, Work Quality, and Personal Development, etc.). Includes entering data into SalesForce daily and meet Salesforce performance goals.
• Self-audit of all communications and work completed is required. This includes all proof reading of emails, case comments and systems entries (i.e.: PeopleSafe activities and RxClaim entries). Utilizing spell-check and grammar check are required.
• Emulating CVS Health values of Innovation, Collaboration, Caring, Integrity, and Accountability.
• Utilize all available tools and resources including but not limited to Microsoft Office, OneNote, Client Support work instructions, PeopleSafe, RxClaim, and theSource for continual improvement to provide world class customer service to our clients/members.
• Proficiency in pharmacy outreach campaigns and taking incoming client calls.

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $17.00 - $28.46

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.