Health Concierge Ops (Central & Eastern Time Zone)

CVS Health • Trenton, NJ

398d • $35,360 - $71,032

About The Position

The Health Concierge Ops position at CVS Health involves providing personalized support to members by understanding their needs and guiding them to appropriate health resources. The role emphasizes building emotional connections with members, educating them about their benefits, and ensuring a high-quality customer service experience. The position requires flexibility to work an 8-hour shift between 8 am and 8 pm EST, primarily involving phone interactions with members.

Requirements

• Customer service experience in a transaction-based environment such as a call center or retail location preferred.
• 1+ year of Microsoft Office Suite experience.
• Experience working with multiple screens and applications.
• Effective organizational skills and ability to manage multiple tasks.
• Effective communication skills, both verbal and written.
• High School Diploma required.

Responsibilities

• Work in front of a computer for approximately 8 hours speaking with members on the phone.
• Listen to the member's needs and provide direction on how to get them the care they may need.
• Create an emotional connection with members by understanding and engaging them fully.
• Provide related information to answer unasked questions, such as additional plan details and member self-service tools.
• Educate and assist customers on various elements of benefit plan information and available services.
• Utilize relevant information to effectively influence member engagement.
• Guide members to appropriate health resources and offer alternatives where appropriate.
• Document and track all contacts, events, and outcomes with members using appropriate systems and processes.
• Resolve issues with limited management intervention and respond quickly to meet customer needs.
• Provide claim status information, benefit coverage interpretations, and explain plan eligibility.
• Initiate outreach/welcome calls to ensure constituents' expectations are met or exceeded.
• Identify trends and emerging customer service issues and develop solutions to address them.
• Coordinate efforts internally and across departments to resolve service issues and improve service delivery.
• Collaborate with colleagues to deliver a world-class customer experience.
• Serve as a subject matter expert providing technical assistance on call-related issues and products.
• Participate in preparation and presentation of client-specific presentations.
• Track and trend data, coach, train, and assist in the development of call center staff as required.
• Participate in and/or lead special projects addressing service issues.

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO)
• Paid holidays throughout the calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Health and Personal Care Retailers
• Education Level: High school or GED