Client Support - Representative I (AZ Residents only)
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 The Client Support team is hiring Client Support Representatives. The team is looking for a candidate with applicable business and process knowledge. 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 Support Team is an extension of the Account Management Team and is vital within the organization as a liaison between our clients and participants. To be successful in this role you will be managing complaints, suggestions, and comments in queue, receiving and respond to client issues in a timely manner via email, fax, cases, and telephone. You will also be responsible for timely follow up on requests to ensure resolution as well as ensuring complete tracking of client contact in database to build contact history, identify trends, facilitate relationship building and provide management and client reporting. 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 9:30 AM - 6:00 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.
- 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
- managing complaints, suggestions, and comments in queue
- receiving and respond to client issues in a timely manner via email, fax, cases, and telephone
- timely follow up on requests to ensure resolution
- ensuring complete tracking of client contact in database to build contact history, identify trends, facilitate relationship building and provide management and client reporting
- 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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
