Member Engagement Customer Service Coordinator, CVS Health

CVS Health

Location:
United States, Work At Home, Texas

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

This role involves supporting the Member Engagement team at CVS Health by acting as a liaison with health plan members, clinicians, and physicians. Responsibilities include scheduling appointments, facilitating communication regarding health assessments, and ensuring members receive quality customer service. This is a 40-hour full-time role with remote work settings.

Job Responsibility:

Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers
leverage multiple internal and external systems to facilitate member scheduling of appointments
assist health plan members with coordinating a PCP connection following a health assessment
facilitate the communication of test outcomes, arranging mammography appointments, administering immunizations, connecting members with mail-order pharmaceutical services, and scheduling yearly health assessments on their behalf
meet all quality, customer service, and productivity goals set by the department
utilize various regulated scripts approved by both clients & Signify
follow internal scripts and processes
track data as requested by Management and maintain accurate record notes on member files
receive/enable warm transfers from within or outside the department
follow departmental procedures when communicating with members, colleagues, and business partners
handle additional tasks as requested by Management within expected timeframe
support business needs by conducting manual outbound calls and handling inbound phone calls
manage 300+ calls daily
act as a subject matter expert for peer side-by-side coaching
assist with training fellow employees
accept constructive feedback and respond appropriately
be responsible for the security and privacy of any protected health information accessed.

Requirements:

A High School Diploma or two years of relevant work experience preferred
previous appointment scheduling and/or call center experience (inbound and/or outbound) required in a multi-tasking, high call volume environment
experience working with call center technology systems (softphone, QA, WFM, CMRs, and EMRs) highly preferred
advanced understanding of call center or tele-sales environment preferred
data-driven troubleshooting experience preferred
basic understanding of relational database functionality preferred
experienced skills in MS Office, Excel, and particularly G-Suites
fluency in speaking, reading, and writing English
bilingual English/Spanish is a plus
proven ability to prioritize and multi-task in order to meet productivity standards
the ability to work a set schedule as assigned by Management and abide to attendance guidelines
strong critical thinking, analytical, and data entry skills.

Nice to have:

Bilingual English/Spanish
advanced understanding of call center or tele-sales environment
data-driven troubleshooting experience
basic understanding of relational database functionality.

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 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:
May 20, 2025

Expiration:
June 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Member Engagement Customer Service Coordinator