Customer Service Representative
3 weeks ago
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. This Customer Service role will be Onsite Position for training at our Irving TX location. 750 W John Carpenter Fwy Ste 1200, Irving, TX 75039 This position salary is $17.50 per hour Training hours onsite from 8:00am-4:30pm After training the class will be virtual starting October 1st Need availability 6am-8pm local time zone Summary Health Concierge is the face of Aetna to provide targeted, personalized service based on a holistic view of the member. Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence. Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. Answers questions and resolves issues as a “single-point-of-contact” based on phone calls, plan sponsors, PSS/ISO, members and providers. Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest. Fully understands the member’s needs by building a trusting and caring relationship with the member. Anticipates customer needs. Provides the customer with related information to answer the unasked questions. Uses customer service threshold framework to make financial decisions to resolve member issues. Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience. Utilizes all relevant information to effectively influence member engagement. Takes immediate action when confronted with a problem or made aware of a situation. Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate. Identifies member needs beyond the initial inquiry by answering the unasked questions. Resolves issues without or with limited management intervention. Provides education to members to support them in managing their health. Responds quickly to meet customer needs and resolve problems while avoiding over-committing. Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility. Processes claim referrals, new claim hand-offs, and escalates issues as appropriate. Initiates outreach/welcome calls to ensure constituents expectations are met or exceeded. Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems. Partners with other departments to deliver client specific presentations. Coordinates efforts both internally and across departments to successfully resolve service issues. Works collaboratively with colleagues to deliver the best customer experience. Asks probing questions to identify underlying customer needs. Guides members to the appropriate health resource and offers alternatives where appropriate. Acts with the best interest of customer in mind and central to all interactions. Collaborates with colleagues and co-workers to deliver a world class customer experience. Serves as SME providing technical assistance when needed on call related issues. May participate in preparation and presentation of client specific presentations. May track and trend data. Coaches, trains and assists in the development of call center staff, as required. Participates in and/or leads special projects/initiatives addressing service issues, as necessary. Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed. Delivers internal quality reviews. Provides appropriate support in third party audits when required. Required Qualifications 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. Preferred Qualifications Education Equivalent work experience. Pay Range The typical pay range for this role is: $17.00 - $28.45 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. We anticipate the application window for this opening will close on: 04/10/2024 CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. #J-18808-Ljbffr
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