Customer Service Representative

CVS Health

25d • $17 - $34

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. Position Summary This Customer Service Representative will perform inbound and outbound calls to members that need help in finding local community resources to meet their social needs. There is a strong preference for finding candidates that have lived or cared for someone with similar experiences of our members. In this role, you will: Make outbound phone calls to members. Locate resources to provide members with assistance for needs, such as food, utility, housing, and finances. Provide timely follow-up as needed. Display a high level of empathy, understanding, and patience, while helping to address the member’s needs. Utilize several systems, in addition to the regular usage of more than one monitor.

Requirements

• 1+ year of customer service experience, with proven customer service skills.
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens.
• Working knowledge of Microsoft© products (Outlook, Excel, folders)
• Ability to regularly access a designated workspace free from noise and other distractions.
• High-speed internet with the ability to hardwire via ethernet from cable modem to PC.

Nice To Haves

• Bilingual preferred and able to pass language certification, if bilingual.
• 1+ year of experience in a call center setting, specifically related to inbound/outbound calls.
• Knowledge of Medicaid, specifically related to communicate source navigation.
• Strong communication skills (oral and written).
• Strong analytical and problem-solving skills.
• Active listening proficiency.
• Ability to be receptive to feedback and to embrace continuous improvement.
• Positive attitude and strong interpersonal skills.
• Ability to display empathy towards customers’ needs and concerns
• Desire to contribute to building a positive team spirit.

Responsibilities

• Make outbound phone calls to members.
• Locate resources to provide members with assistance for needs, such as food, utility, housing, and finances.
• Provide timely follow-up as needed.
• Display a high level of empathy, understanding, and patience, while helping to address the member’s needs.
• Utilize several systems, in addition to the regular usage of more than one monitor.

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.

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