Customer Service Representative, Underwriting

CVS Health•Franklin, TN

20d•$17 - $28•Onsite

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. Operates as a representative of the company by answering and documenting all incoming calls to determine their nature while responding to complex calls related to specialized products. Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty. Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the reason for the call. Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry. Handles the answering of questions regarding declination reasons, risk assessments, and telephone interviews so that our members better understand their options. Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved. Complete on going required training to understand how to use tools available to recall necessary information. Documents all customer correspondence and maintains confidential records of patient information. Meet all company set metrics.

Requirements

1+ years experience in call center operations or customer service.
Multitasking capability with superb time management.
Excellent verbal and written communication, active listening, and the ability to express information clearly.
Patience, empathy, and the ability to handle difficult customers professionally.
Basic computer skills and ability to navigate phone systems and software.

Nice To Haves

Excellent communication skills, both written and verbal
basic computer skills
positive service-oriented attitude
Active listening capabilities
Previous Healthcare call center experience
Empathetic, Multi Tasking Capabilities with Superb time management
First call resolution mindset
Working knowledge of problem solving and decision making skills

Responsibilities

Operates as a representative of the company by answering and documenting all incoming calls to determine their nature while responding to complex calls related to specialized products.
Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.
Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the reason for the call.
Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.
Handles the answering of questions regarding declination reasons, risk assessments, and telephone interviews so that our members better understand their options.
Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
Complete on going required training to understand how to use tools available to recall necessary information.
Documents all customer correspondence and maintains confidential records of patient information.
Meet all company set metrics.