Client Concierge - AZ residents only

CVS Health•Work At Home-Arizona, AZ

3d•$19 - $35•Hybrid

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. POSITION SUMMARY: Client Support is hiring for a Client Concierge position. The team is looking for a candidate with applicable business and process knowledge. You will be required to demonstrate a high level of quality in client service through the execution of accuracy, responsiveness, reliability, and professionalism on every interaction in a fast-paced environment. To be successful in this role it will require excellent organizational, time management and multitasking skills, with the ability to identify and support issues and facilitate to completion. They must also possess excellent verbal and written communication including, speaking on member and client calls, and responding to issues and questions in writing. This position will serve as the operation point of contact for triaged escalated member issues. They will lead all research and follow up around member issues, including any follow up and response via email or phone. They will be required to attend account team and client calls to speak to any issues ongoing, or trends that have been identified. They are accountable for tracking issues through completion and maintaining logs for record keeping. They will be responsible for addressing the day-to-day needs of clients and participants and will need to be able to resolve client-initiated plan participant issues. The Client Concierge position is an extension of the Account Management Team and is vital within the organization as a liaison between our clients and participants. Other key responsibilities can include providing plan benefit override support at client request, providing feedback to Customer Care management on servicing incidents and developing service trends as well as partnering with Account Management team to ensure maximum client satisfaction and issue trending.

Requirements

Applicable business and process knowledge.
High level of quality in client service through the execution of accuracy, responsiveness, reliability, and professionalism on every interaction in a fast-paced environment.
Excellent organizational, time management and multitasking skills, with the ability to identify and support issues and facilitate to completion.
Excellent verbal and written communication including, speaking on member and client calls, and responding to issues and questions in writing.
1+ years of Customer Service Experience.
1+ years of Call Center Experience.
1+ years of Health Care Industry Experience.
Verifiable High School diploma or GED.

Nice To Haves

Experience with PeopleSafe, RXClaim, SalesForce, Moxie and Microsoft Office programs of Excel, PowerPoint, Word, and Outlook.
Experience with plan designs and Client programs.
Experience building partnerships and navigating through complex organizational structure/hierarchy.
Completion of higher level of education including associates/bachelor’s degree and/or specialized training certification(s).

Responsibilities

Serve as the operation point of contact for triaged escalated member issues.
Lead all research and follow up around member issues, including any follow up and response via email or phone.
Attend account team and client calls to speak to any issues ongoing, or trends that have been identified.
Track issues through completion and maintain logs for record keeping.
Address the day-to-day needs of clients and participants.
Resolve client-initiated plan participant issues.
Provide plan benefit override support at client request.
Provide feedback to Customer Care management on servicing incidents and developing service trends.
Partner with Account Management team to ensure maximum client satisfaction and issue trending.