Telephonic Support Associate

CVS Health • Washington, DC

5d • $17 - $26 • 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. Position Summary: Telephonic Support Associate The Telephonic Support Associate supports Inbound and Outbound Queue’s and is responsible for receiving calls from facilities, providers, and members regarding the pre‑certification process for Medicare and Commercial Insurance.

Requirements

• 1-3 or more years of customer service experience
• 1-3 or more years of call center experience
• Can reside anywhere USA.
• Work schedule is 3:30 PM - 12:00 AM EST
• High school diploma or GED equivalent

Nice To Haves

• Familiarity with basic medical terminology and care‑management concepts
• 2–4 years of experience as a medical assistant, office assistant, or similar clinical role
• Strong communication skills—both verbal and written
• Excellent customer service abilities, including responsiveness, issue sensitivity, and proactive problem resolution to support positive member outcomes
• Proficiency with computer systems, including Microsoft Word and Excel
• Ability to work effectively within a multidisciplinary team, both internally and externally

Responsibilities

• Manage inbound and outbound calls from and to members or providers regarding services via phone, fax, or EDI.
• Screen requests and refer them appropriately to medical services staff.
• Approve services not requiring medical review, according to the benefit plan.
• Conduct non‑clinical research such as eligibility checks, COB, and benefits verification.
• Maintain accurate, comprehensive documentation in compliance with risk management, regulatory, and accreditation standards.
• Protect member confidentiality and adhere to company privacy policies.
• Communicate with Aetna Case Managers when processing transactions for members in applicable programs.
• Perform additional duties 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: Entry Level
• Education Level: High school or GED