Complaint Coordinator, CVS Health

CVS Health

Location:
United States, Work At Home

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

Responsible for working member grievances (complaints) within required timeframes, spanning from intake to resolution. The review process may require coordination with multiple internal departments within the health plan, as well as external service providers or other delegated entities.

Job Responsibility:

Managing lifecycle of each case and communicating the final resolution to the member or authorized representative
Acknowledge and respond to member complaints orally or in writing
Coordinate issue resolution among multiple departments within required timeframes
Provide guidance/coaching to the service provider on specific cases
Identify and trend systemic problems and make suggestions to improve or reduce the possibility of a reoccurrence
Ensure each resolution appropriately addresses all issues raised in the associated complaint
Communicate issue resolution orally or in writing, and monitor timeliness to ensure compliance with case work

Requirements:

1-3 years of experience handling member and/or customer complaints
1-3 years of experience in behavioral health
Must reside in Arizona
High school diploma or GED

Nice to have:

Previous experience with Medicaid
Strong verbal and written communication skills
Experience in customer service & handling complaints
Ability to deescalate difficult situations while displaying compassion and empathy
Ability to identify all reported issues and ensure each issue was reviewed appropriately prior to resolution
Ability to navigate difficult conversations carefully and calmly
Well-organized with ability to work autonomously, manage, prioritize, and meet deadlines
Excellent time management skills
Strong decision-making skills, with the ability to ask leading questions as needed
Associate's or Bachelor's degree

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
Wellness screenings
Tobacco cessation programs
Weight management programs
Confidential counseling
Financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
August 21, 2025

Expiration:
September 02, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Complaint Coordinator