Customer Service Representative- Operations

CVS Health is dedicated to building a world of health around every individual, fostering a connected and compassionate health experience. The Customer Service Representative will handle incoming calls, ensuring customer satisfaction and addressing inquiries related to insurance and medication coverage while adhering to established procedures.ResponsibilitiesOperates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized servicesEnsures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyaltyIdentifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recoveryFollows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industryHandles the answering of questions regarding prescription insurance, medication coverage, and mail-order prescriptions so that our members better understand their coverage and optionsCommunicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolvedOrganizes training sessions to educate internal staff on premium customer service processes, policies, and best practicesPerforms required training to understand how to use tools available to recall necessary informationDocuments all customer correspondence and maintains confidential records of patient informationSkillsThis role will require an understanding of insurance concepts, including governmental plans, ancillary plan benefits, and other coveragesMinimum 6 months experience in a customer service or call center environment. (call center type environments preferred, if doctor's office then anything below managing 75 calls/day would not translate to similar environment)Must have effective and empathetic communication style in managing inbound calls and communications with clients and team membersComputer experience is required with proficiency in Microsoft Outlook, Word and ExcelBasic alpha number data entry skills with attention to accuracy and quality is essentialIntermediate math skills are required with attention to detail and quality essentialAbility to work with people in a team environment while meeting individual performance goalsMust be able to read and interpret policies, procedures and instructionsEffective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential1+ years in a customer service or call center environment (call center type environments preferred, if doctor's office then anything below managing 75 calls/day would not translate to similar environment)BenefitsAffordable medical plan optionsA 401(k) plan (including matching company contributions)An employee stock purchase planNo-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coachingBenefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibilityCompany OverviewCVS Health is a health solutions company that provides an integrated healthcare services to its members. It was founded in 1963, and is headquartered in Woonsocket, Rhode Island, USA, with a workforce of 10001+ employees. Its website is https://www.cvshealth.com/.



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