CVS Health · 2 days ago

Customer Service Representative (Remote Anywhere in the US)

Austin, TX

Full-time

Remote

Entry Level

$17/hr - $28.46/hr

1+ years exp

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Responsibilities

Answer questions and resolve issues with individualized customer service based on phone calls from members and providers.

Utilize multiple applications and available resources to ensure prompt member and provider satisfaction.

Document and track contacts with members, providers, or any additional callers.

Complete outbound calls to members or providers to provide education and/or assist with escalations.

Be empathetic and compassionate. Build a trusting relationship with our members by engaging and providing education to support them in managing their health and guiding them along a clear path to care.

Provide end to end accountability for the member or provider by anticipating needs and providing information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.

Guide the member through their plan benefits, policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.

Qualification

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Call Center ExperienceMember Centric ServiceTeam Support

Required

1-2 years previous call center experience.

Ability to handle calls efficiently in a high paced call center environment.

Strong verbal and written communication skills.

Must be focused, detail oriented and quality driven.

Strong critical thinking skills.

Supports individual, team, and business goals and initiatives.

Must demonstrate member centric customer service and the drive to be fully our members’ champion by managing each call with the purpose of first call resolution.

High School or GED equivalent.