Senior Customer Service Representative - Behavioral Health
About The Position
At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. This role supports teams operating nationwide, and candidates in the Mountain or Pacific time zones are strongly preferred due to optimal alignment with the required shift. All qualified U.S. applicants will be considered. Shifts are Monday-Friday: 7:40 AM-4:10 PM PST; 8:40 AM-5:10 PM MST; 10:40 AM-7:10 PM CST; 11:40 AM-8:10 PM EST Schedules may change with advance notice. Major holidays observed. Position Overview: Join our team supporting mental health services at CVS MinuteClinic! In this role, you will handle inbound and outbound calls to assist patients with scheduling, rescheduling, and appointment reminders for healthcare providers at CVS Health Hub and MinuteClinic locations. You'll also manage provider schedules, address patient needs, and perform essential administrative tasks.
Requirements
- 1 year of experience in a social, psychological, or human service field providing client support (preferred)
- 1 year of experience in a call center or behavioral health environment
- Proficiency with Microsoft Office applications
- High school diploma or equivalent (GED) required
Nice To Haves
- Prior Epic system experience prior Behavioral Health or Mental Health experience
Responsibilities
- Answer inbound calls and determine the purpose by actively listening to callers
- Assess client needs and communicate information about available services and resources
- Recognize crisis situations and escalate appropriately for clinical assistance
- Research and identify potential providers and resources using internal databases
- Accurately enter and document member information in the system
- Collaborate with other departments to meet member needs
- Make outbound calls for appointment reminders and to secure resources/services
- Provide administrative support and assist with miscellaneous tasks as needed
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.
- For more information, visit https://jobs.cvshealth.com/us/en/benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
