Customer Service Representative, CVS Health

CVS Health

Location:
United States, Work At Home, Texas

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 31.30 USD / Hour

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Job Description:

Health Concierge - Customer Service Representative is the face of Aetna to provide targeted, personalized service based on a holistic view of the member, benefits, health information, and through engagement. Handles customer service inquiries and problems via telephone, internet, web-chat, or written correspondence. Engages, consults, and educates members based on the member's unique needs and preferences.

Job Responsibility:

Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence
Engages, consults and educates members based on the member’s unique needs, preferences and understanding of Aetna plans, tools, and resources
Answers questions and resolves issues as a single-point-of-contact
Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with members
Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing
Provides education to members to support them in managing their health
Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals
Identifies trends and works to develop solutions to address potential problems
Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes
Coordinates efforts across departments to successfully resolve service issues and develop process improvement.

Requirements:

Must live in and work Central Standard Time Zone
Must be flexible to work an 8 hour shift between 8am and 8pm CST
Customer Service experience in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate
1+ year of Microsoft Office Suite Experience
Must have experience working multiple screens and applications.

Nice to have:

Healthcare experience working in Medical setting/Customer Service
Call Center experience
Effective organizational skills and ability to manage multiple tasks
Effective communication skills, both verbal and written.

What we offer:

Affordable medical plan options
401(k) plan including matching company contributions
Employee stock purchase plan
No-cost programs including wellness screenings, tobacco cessation and weight management programs, confidential counseling and 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 26, 2025

Expiration:
September 08, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Service Representative