Customer Service Representative - Behavioral Health (monday - friday 11:45am - 8:15pm EST) - Remote Eligible

Customer Service Representative

CVS/Aetna has an opportunity available for a full-time Customer Service Representative on the Behavioral Health team. This role provides advocate care to assist the member with a clear path to care, claims understanding and resolution, and education on virtual resources. The Customer Service Representative guides the member through their member's plan of benefits and Aetna policy & procedures, as well as having knowledge of resources to comply with any regulatory guidelines.

Schedule: Monday-Friday 11:45AM-8:15PM Eastern Standard Time (EST). Schedules subject to change at any time with advanced notice due to business need.

Holiday/PTO (Paid Time Off) Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO will be available during the first 45 days of employment.

Training Requirements: First six weeks of employment will be based around training, scheduled from Monday-Friday 11:45AM-8:15PM EST.

Primary Responsibilities:

• Create an emotional connection with our members by understanding and engaging the member to the fullest, in order to champion for our members' best health.
• Take accountability to fully understand the member's needs by building a trusting and caring relationship with the member.
• Anticipate customer needs.
• Perform review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible.
• Perform financial data maintenance as necessary.
• Explain member's rights and responsibilities in accordance with contract.

Workspace Requirements:

• Must have a quiet and secure workspace in your home.
• Recommended technical requirements when obtaining your own residential internet service:
• Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast).
• Select a minimum of 25mbps/3mbps. Remember: the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.
• Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment.

Required Qualifications:

• 1+ year of experience in a call center environment.
• Previous experience using Microsoft Office products, specifically Excel, Outlook, and Word.

Preferred Qualifications:

• Previous behavioral health, medical, or insurance experience.
• Previous experience working from home in a remote role.
• Strong empathy and communication skills, both written and verbal.
• Attention to detail.
• Strong organization and time management skills.
• Ability to operate independently, as well as within a collaborative, team-oriented environment.

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 - $34.15. 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

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

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.