Health Concierge, CVS Health

CVS Health

Location:
United States, Work At Home, Ohio

Category:
Customer Service

Contract Type:
Not provided

Salary:

17.00 - 25.65 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. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Job Responsibility:

Provide targeted, personalized service based on a holistic view of the member, benefits, health information
Handle customer service inquiries and problems via telephone, internet, web-chat or written correspondence
Engage, consult and educate members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources
Answer questions and resolves issues as a single-point-of-contact based on phone calls, plan sponsors, PSS/ISO, members and providers
Provide customized interaction based on customer preference and individualized needs
Educate and assist customers on various elements of benefit plan information and available services
Utilize all relevant information to effectively influence member engagement
Take immediate action when confronted with a problem or made aware of a situation
Take ownership of each customer contact to resolve their issues and connect them with additional services as appropriate
Identify member needs beyond the initial inquiry by answering the unasked questions
Resolve issues without or with limited management intervention
Provide education to members to support them in managing their health
Respond quickly to meet customer needs and resolve problems while avoiding over-committing
Process claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals
Initiate out-reach/welcome calls to ensure constituents expectations are met or exceeded
Identify trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest
Partner with other departments to deliver client specific presentations
Coordinate efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
Work collaboratively with colleagues to deliver the best customer experience
Serve as SME providing technical assistance when needed on call related issues, products, and/or system applications delivery matters
Participate in and/or leads special projects/initiatives addressing service issues, as necessary
Provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed
Deliver internal quality reviews
Provide appropriate support in third party audits when required
Document and track all contacts, events, and outcomes with clients using appropriate systems and processes

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
Effective organizational skills and ability to manage multiple tasks
Effective communication skills, both verbal and written
Experience working with computers

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for all colleagues 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:
April 26, 2025

Expiration:
May 06, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Health Concierge

CVS Health

Location:United States, Work At Home, Ohio

Category:Customer Service

Contract Type:Not provided