Customer Service Representative, CVS Health

CVS Health

Location:
United States

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

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. This role involves being a single-point-of-contact for customers, engaging with members, and resolving issues effectively while providing education and assistance about available services.

Job Responsibility:

Answers questions and resolves issues as a single-point-of-contact based on phone calls from plan sponsors, members and providers
Provides customized interaction based on customer preference and individualized needs
Fully understands the member’s needs by building a trusting and caring relationship
Anticipates customer needs
Educates and assists customers on various elements of benefit plan information and available services
Utilizes all relevant information to effectively influence member engagement
Takes immediate action when confronted with a problem or made aware of a situation
Takes ownership of each customer contact to resolve their issues and connect them with additional services
Resolves issues with limited management intervention
Provides education to members to support them in managing their health
Processes claim referrals, new claim hand-offs, and escalates issues as appropriate
Initiates out-reach or welcome calls to ensure expectations are met or exceeded
Identifies trends and emerging customer service issues
Partners with other departments to deliver client specific presentations
Coordinates efforts internally and across departments to successfully resolve service issues
Seeks to understand the customer, including circumstances, problems, expectations and needs
Appropriately transitions conversations to explore possibilities for extending customer interactions
Guides members to the appropriate health resource
Collaborates with colleagues and co-workers to deliver a world class customer experience

Requirements:

Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate
Must live in the Eastern Standard Time zone
Effective organizational skills and ability to manage multiple tasks
Effective communication skills, both verbal and written
High School Diploma Required

What we offer:

Affordable medical plan options
401(k) plan including matching company contributions
Employee stock purchase plan
No-cost programs for wellness screenings, tobacco cessation, and weight management
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:
May 28, 2025

Expiration:
June 16, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Service Representative

CVS Health

Location:United States

Category:Customer Service

Contract Type:Employment contract