Inb/Outbound Que Assoc.

CVS Health • Dallas, TX

1d

About The Position

Under the supervision of the Member Services Supervisor, the Inb/Outbound Que Assoc. follows up with members by phone and mail regarding previous appointments, fulfills member requests, and answers a high volume of internal and inbound calls. The role creates internal requests for additional follow-up when requested and enters accurate notes for future follow-up by Signify Health and/or health plans. The associate works to meet department goals and provides backup coverage for the Member Services team.

The Member Services department operates six days a week for 11 hours per day. Shifts may include Saturdays and traditional weekdays, Monday through Friday. The role may be remote or hybrid; the hybrid position is based in Dallas, Texas, and requires commuting distance to the Dallas headquarters. Some remote arrangements may be considered case by case based on business needs.

Requirements

• High school diploma or equivalent required.
• At least 2 years of successful work experience in a related field.
• Prior experience in a fast-paced customer service environment.
• Prior experience working in a call center or handling inbound calls.
• Fluent in spoken and written English.
• Good verbal and written communication skills.
• Ability to prioritize and multitask.
• Advanced skills in Google Suites.
• Accurate data-entry skills.
• Ability to maintain confidentiality.
• Ability to work under pressure and independently, take direction, and work effectively with frequent interruptions.
• Organized, detail-oriented, and able to identify errors early.
• Customer-service orientation and a sense of urgency.

Nice To Haves

• Some college preferred but not required.

Responsibilities

• Handle a high volume of inbound calls.
• Send member-requested results or forms by email, fax, or print and mail.
• Handle incoming mail.
• Provide backup coverage for the Member Services team.
• Follow up on voicemails and member inquiries in a timely manner.
• Create internal requests for further follow-up when requested.
• Enter accurate notes for future follow-up by Signify Health and/or health plans.
• Participate in staff meetings, conference calls, and other meetings as needed.
• Complete reports as requested by the Supervisor.
• Assist, coach, and coordinate with other team members.
• Attend training sessions to acquire or enhance skills related to programs offered.
• Work on special projects and perform other incidental and related duties as required.
• Be on time and ready to work at the assigned location; manage time effectively and respond to coaching and supervision.
• Demonstrate teamwork and work overtime when needed.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting colleagues’ physical, emotional, and financial well-being, based on eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED