Inbound Queue Associate, CVS Health

CVS Health

Location:
United States, Phoenix

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

The Inbound Queue Associate takes phone calls and faxes from providers (clinics, hospitals, and doctors), requesting prior authorization approval that is required for medical procedures prior to their initiation. As part of our non-clinical support team, you will be a key component in customer satisfaction and have a responsibility to make every contact informative, productive, and positive for our providers.

Job Responsibility:

Take inbound calls from providers in a call center environment
Perform data entry fax requests received from an inbound fax queue
Perform quality check authorizations submitted through a web portal
Assist callers from hospitals, clinics, facilities, and other health care providers to create and manage requests for medical services
Follow processes and guidelines to determine approved services that do not require a medical review, in accordance with the benefit plan
Complete special projects in accordance with business needs (i.e. return mail, member surveys, sorting, etc.)
Promote and support quality effectiveness of healthcare services
Approve services that do not require a medical review in accordance with the benefit plan
Perform non-medical research, including eligibility verification and COB (Coordination of Benefits)
Protect the confidentiality of member information while adhering to company policies regarding confidentiality
Use work-appropriate systems such as QNXT, ProFAX, and Propat
Perform sedentary work involving significant periods of sitting, talking, hearing, and keying
Maintain visual acuity, in order to perform close inspection of written and computer-generated documents

Requirements:

1+ years of experience in a high-volume, health care call center environment
1+ years of experience in data entry
Must reside within a commutable distance of Phoenix, Arizona
Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook)
High school diploma or GED

Nice to have:

3 years of experience in a high-volume, health care call center environment
Strong customer service skills, catering each interaction individually to those being assisted
Strong telephonic communication
Strong organizational and time management skills
Ability to multi-task proficiently

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 programs
Confidential counseling
Financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access
Other benefits depending on eligibility

Additional Information:

Job Posted:
August 10, 2025

Expiration:
August 22, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Inbound Queue Associate