Customer Service Representative - Bilingual

CVS Health

1d•Remote

About The Position

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty. This position will have virtual training and once training is successfully completed, the position is considered work from home for any candidates in the CST/EST time zone. Please note training is up to 10 weeks, 8 hours per day, Monday - Friday (Can be scheduled to start as early as 7am in your time zone and end as late as 7pm in your time zone). Time off requests will not be approved during training. Permanent schedules can be assigned with start times as early as 7am in your time zone and end as late as 8pm in your time zone.

Requirements

6+ months of customer service experience
Basic computer skills
Must live in CST or EST time zone.
Bilingual in Spanish language as certified by language assessment
High-speed internet access with adherence to workplace model and potential telework agreements.
Willingness to work specific hours, with flexibility

Nice To Haves

1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
1+ years of claims, provider, dental, medical or other related healthcare experience
Microsoft office experience preferred

Responsibilities

Actively listen and be an advocate for customers, understand their needs and provide guidance and support
Resolve customer inquiries and issues efficiently while documenting all interactions.
Educate customers about available resources and assist them in navigating their options.
Anticipate customer needs and provide proactive solutions to enhance satisfaction.
Collaborate with team members and other departments to address service issues and improve outcomes.
Document all customer correspondence and maintain confidential records of patient information.
Follow policies, procedures, and the CVS/Aetna Code of Conduct.