Customer Service Representative Job at CVS Health (Hartford)

Job Description

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty. Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months. This position pays $20.00/hour. Our Hartford office has many exciting amenities for our on-site colleagues: Free Parking, Full- Service Cafeteria with Coffee Kiosk and Vending Machines, Onsite Fitness Center, Colleague Resource Groups.

Job Responsibility

Actively listen and be an advocate for customers, understand their needs and provide guidance and support
Resolve customer inquiries and issues efficiently while documenting all interactions
Educate customers about available resources and assist them in navigating their options
Anticipate customer needs and provide proactive solutions to enhance satisfaction
Collaborate with team members and other departments to address service issues and improve outcomes
Document all customer correspondence and maintain confidential records of patient information
Follow policies, procedures, and the CVS/Aetna Code of Conduct

Requirements

6+ months of customer service experience
Basic computer skills
Must live within commutable distance of 151 Farmington Ave Hartford, CT
Must be willing to work onsite Monday through Friday 8am – 4:30pm during training
High-speed internet access with adherence to workplace model and potential telework agreements
Willingness to work specific hours, with flexibility
High School Diploma, GED, or equivalent experience

Nice to have

1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
1+ years of claims, provider, dental, medical or other related healthcare experience
Microsoft office experience preferred