Customer Service Representative- Operations

CVS Health • Franklin, TN

3d • $17 - $28 • Hybrid

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 Candidates need to be located in Tennessee and will have a Hybrid work schedule requiring them to report into the office. The call center is open from 7a-7p.

Requirements

• This role will require an understanding of insurance concepts, including governmental plans, ancillary plan benefits, and other coverages.
• Minimum 6 months experience in a customer service or call center environment. (call center type environments preferred, if doctor’s office then anything below managing 75 calls/day would not translate to similar environment).
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.
• Basic alpha number data entry skills with attention to accuracy and quality is essential.
• Intermediate math skills are required with attention to detail and quality essential.
• Ability to work with people in a team environment while meeting individual performance goals.
• Must be able to read and interpret policies, procedures and instructions.
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential

Nice To Haves

• 1+ years in a customer service or call center environment (call center type environments preferred, if doctor’s office then anything below managing 75 calls/day would not translate to similar environment).

Responsibilities

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services.
• 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 complaint and/or coordinate service recovery.
• 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 prescription insurance, medication coverage, and mail-order prescriptions so that our members better understand their coverage and options.
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Organizes training sessions to educate internal staff on premium customer service processes, policies, and best practices.
• Performs required training to understand how to use tools available to recall necessary information.
• Documents all customer correspondence and maintains confidential records of patient information.

Benefits

• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
• Additional details about available benefits are provided during the application process and on Benefits Moments.

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