Client Concierge - AZ residents only

CVS Health

6d•$19 - $35•Hybrid

About The Position

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. 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. Scheduled Hours for this position: Monday - Friday 7:30 AM - 4:00 PM MST (Occasional need for scheduled overtime, weekend and holidays as determined by business need -EX: “Welcome Season”.) In-Office, Hybrid and Work from Home options available based off performance and business requirements after successful completion of the Training & QC process

Requirements

1+ years of Customer Service Experience.
1+ years of Call Center Experience.
1+ years of Health Care Industry Experience.
Excellent organizational, time management and multitasking skills
Excellent verbal and written communication

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.

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.
Accountable for tracking issues through completion and maintaining logs for record keeping.
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.
Providing plan benefit override support at client request
Providing feedback to Customer Care management on servicing incidents and developing service trends
Partnering with Account Management team to ensure maximum client satisfaction and issue trending.

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan .
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit 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 eligibility.

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