Senior Assistant, Client and Colleague Support (Tier 2)-8

CVS Health•Cumberland, RI

4d•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. As a Client and Colleague Support Senior Assistant, you will partner closely with the Supervisor and Team Leads to manage daily escalations from Health Plans, internal teams and Call Center teams. This role is responsible for delivering timely, accurate, and high‑quality support by providing information, feedback, and resolutions to clients and colleague inquiries. Senior Assistants support the Supplemental Benefits team by investigating, completing and responding to escalation emails, updating Health Plan follow‑up comments, reimbursement claims and performing additional offline work such as address validation, returned mail processing, and special projects as requested. All assigned work is expected to be completed within established service level targets of 24–48 hours. This role also supports a culture of inclusion and respect and ensures all work is performed in alignment with CVS Health policies, values, and applicable state, federal, and regulatory requirements. The position offers two shifts and requires flexibility between 8:00 AM and 8:00 PM ET during peak business periods. The standard shift for this role is 9:30 AM – 6:00 PM ET.

Requirements

2+ years of customer service experience
2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint
Must have a dedicated, work-from-home space, free of distractions
Ability to maintain a consistent, reliable, and stable internet connection
Strong interpersonal and relationship building skills
Experience with Email support
Excellent oral, written, and interpersonal communication skills
Good problem solving and critical thinking skills with focus on issue resolution and client/colleague satisfaction.
Ability to work in a structured, fast paced call center environment
Ability to work well with others
Internal colleagues must be in good standing to be considered
Must be able to communicate effectively with all levels and prepare effective written documents
Verifiable High School diploma, GED, or equivalent work experience

Nice To Haves

Experience in use of call center technologies/applications
Experience working in a call center environment
Associate’s degree

Responsibilities

Manage daily escalations from Health Plans, internal teams and Call Center teams.
Deliver timely, accurate, and high-quality support by providing information, feedback, and resolutions to clients and colleague inquiries.
Investigate, complete, and respond to escalation emails.
Update Health Plan follow-up comments.
Process reimbursement claims.
Perform address validation.
Process returned mail.
Complete special projects as requested.
Ensure all assigned work is completed within established service level targets of 24–48 hours.
Support a culture of inclusion and respect.
Ensure all work is performed in alignment with CVS Health policies, values, and applicable state, federal, and regulatory requirements.