Customer Service Representative

CVS Health

1d • $17 - $26 • Remote

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. Requisition Job Description Position Summary The Customer Service Representative will perform inbound and outbound calls to members that need help in finding local community resources, specifically 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 calls, as well as taking some inbound calls as needed. Perform assessments with members to ascertain needs and potential case management qualification. Navigate member resource needs, such as food, financial, or employment assistance (among others), providing referrals from an internal database. Communicating with external organizations to help coordinate member assistance. Regularly follow-up with members as needed to ensure needs are met. Connect members with other departments as needed. Serve as an active part of one-on-ones, team meetings, and town halls. Successfully operate in a high call volume environment. Perform other duties as needed.

Requirements

• 1+ year of call center and/or social services experience.
• Must reside in Florida, Kentucky, Virginia, Michigan, or Oklahoma.
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens.
• Working knowledge of Microsoft© products (Outlook, Excel, folders)
• Access to a designated workspace, free from noise and other distractions.
• High speed internet with the ability to hardwire via ethernet from cable modem to PC.
• High school diploma or GED.

Nice To Haves

• Bilingual (English/Spanish), with a willingness to pass a language certification test.
• Previous knowledge of Medicaid.
• Personal experience with community resource navigation, in order to assist with Medicaid needs.
• 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 the needs and concerns of customers.
• Desire to contribute to building a positive team spirit.

Responsibilities

• Make outbound calls, as well as taking some inbound calls as needed.
• Perform assessments with members to ascertain needs and potential case management qualification.
• Navigate member resource needs, such as food, financial, or employment assistance (among others), providing referrals from an internal database.
• Communicating with external organizations to help coordinate member assistance.
• Regularly follow-up with members as needed to ensure needs are met.
• Connect members with other departments as needed.
• Serve as an active part of one-on-ones, team meetings, and town halls.
• Successfully operate in a high call volume environment.
• Perform other duties as needed.

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