Senior Customer Service Representative - Behavioral Health

CVS Health

1d • $19 - $39

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. 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.

What This Job Offers

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