Inbound Queue Associate

CVS Health

5d • $17 - $28

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 The Inbound Queue Associate takes phone calls and faxes from providers (clinics, hospitals, and doctors), requesting prior authorization approval that is required for medical procedures prior to their initiation. As part of our non-clinical support team, you will be a key component in customer satisfaction and have a responsibility to make every contact informative, productive, and positive for our providers. In this role, you will: Take inbound calls from providers in a call center environment. Perform data entry fax requests received from an inbound fax queue. Perform quality check authorizations submitted through a web portal. Assist callers from hospitals, clinics, facilities, and other health care providers to create and manage requests for medical services. Follow processes and guidelines to determine approved services that do not require a medical review, in accordance with the benefit plan. Complete special projects in accordance with business needs (i.e. return mail, member surveys, sorting, etc.). Promote and support quality effectiveness of healthcare services. Approve services that do not require a medical review in accordance with the benefit plan. Perform non-medical research, including eligibility verification and COB (Coordination of Benefits). Protect the confidentiality of member information while adhering to company policies regarding confidentiality. Use work-appropriate systems such as QNXT, ProFAX, and Propat. Perform sedentary work involving significant periods of sitting, talking, hearing, and keying. Maintain visual acuity, in order to perform close inspection of written and computer-generated documents.

Requirements

• 1+ years of experience in a high-volume, health care call center environment.
• 1+ years of experience in data entry.
• Must reside within a commutable distance of Phoenix, Arizona.
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook).

Nice To Haves

• 2 years of experience in a high-volume, health care call center environment.
• Strong customer service skills, catering each interaction individually to those being assisted.
• Strong telephonic communication.
• Strong organizational and time management skills.
• Ability to multi-task proficiently.

Responsibilities

• Take inbound calls from providers in a call center environment.
• Perform data entry fax requests received from an inbound fax queue.
• Perform quality check authorizations submitted through a web portal.
• Assist callers from hospitals, clinics, facilities, and other health care providers to create and manage requests for medical services.
• Follow processes and guidelines to determine approved services that do not require a medical review, in accordance with the benefit plan.
• Complete special projects in accordance with business needs (i.e. return mail, member surveys, sorting, etc.).
• Promote and support quality effectiveness of healthcare services.
• Approve services that do not require a medical review in accordance with the benefit plan.
• Perform non-medical research, including eligibility verification and COB (Coordination of Benefits).
• Protect the confidentiality of member information while adhering to company policies regarding confidentiality.
• Use work-appropriate systems such as QNXT, ProFAX, and Propat.
• Perform sedentary work involving significant periods of sitting, talking, hearing, and keying.
• Maintain visual acuity, in order to perform close inspection of written and computer-generated documents.

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