Customer Service Representative- (Monday-Friday, 9:30am-6:00pm EST)

CVS Health • Work At Home-Connecticut, CT

1d • $17 - $31 • Remote

About The Position

CVS Aetna is hiring a full-time Customer Service Representative aligned with the Behavioral Health team. The role provides advocate care to help members find a clear path to care, understand or resolve claims, and learn about online resources. The representative guides members through their benefit plans and Aetna policies and procedures, and is expected to understand the regulatory guidelines governing these resources.

This position is suited to someone with strong interpersonal skills, an interest in mental wellness advocacy, and comfort using digital platforms in a fast-paced, emotionally sensitive setting. The role requires working Monday through Friday, 9:30 a.m. to 6:00 p.m. EST, and provides 40 anticipated hours per week.

Requirements

• 1–3 years of call center and/or customer service experience.
• Basic computer knowledge and technical skills for using IP phones, customer records management, word processing, database, and email/chat programs.
• A private, confidential workspace free from distractions.
• A hardwired connection, such as Ethernet.
• Time management skills to promptly respond to emails, calls, and chat messages.
• Active listening skills to effectively handle members who may be upset.
• Ability to work Monday through Friday, 9:30 a.m. to 6:00 p.m. EST.
• High school diploma or equivalent.

Nice To Haves

• A mental health or human services background.
• 1–3 years of healthcare experience.
• Bilingual or multilingual skills.
• Experience working from home in a remote role.
• An associate degree.

Responsibilities

• Take inbound calls from members and determine effective ways to answer their questions.
• Create an emotional connection with members by understanding and engaging them to champion their best health.
• Provide introductory information and connect members with appropriate additional benefits or external resources.
• Review members’ claim histories to accurately track benefit maximums, including deductible and coinsurance levels.
• Explain members’ rights and responsibilities in accordance with plan sponsor contracts.
• Send outbound emails to members as needed.
• Troubleshoot and de-escalate member concerns when needed.
• Escalate queries and concerns when necessary.
• Handle complaints and inquiries to help ensure members are satisfied with products and services.
• Work with the customer service team to share solutions and processes.
• Embody CVS Core values in each interaction.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility
• Eligible for a CVS Health bonus, commission, or short-term incentive program in addition to base pay

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED