Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

 

 

 

Position Summary

This Customer Service Representative has a pay rate of $18.00 per hour and will be a work from home position. This position may have early, evening, and weekend shifts. Must be open to work an 8 hour shift between 6am and 9pm CST. There will be a shift bid process

Training: 8-430 CST for 17-20 weeks

Customer Service Representatives are the face and support the overall operational effectiveness of the MHBP Service Operations team, so all members and providers experience the same exceptional level of service.

CSRs engage, consult, and educate members and providers based upon the callers’ unique needs, preferences, and understanding of the MHBP plans and resources.

Customer inquiries are basic and at time complex in nature.

Customer Service Representatives will be expected to:

- Answer questions and resolve issues with individualized customer service based on phone calls from members and providers.
- Utilize multiple applications and available resources to ensure prompt member and provider satisfaction.
- Document and track contacts with members, providers, or any additional callers.
- Complete outbound calls to members or providers to provide education and/or assist with escalations.
- Be empathetic and compassionate. Build a trusting relationship with our members by engaging and providing education to support them in managing their health and guiding them along a clear path to care.
- Provide end to end accountability for the member or provider by anticipating needs and providing information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.
- Guide the member through their plan benefits, policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.

Required Qualifications

• 1-2 years previous call center experience.
• Ability to handle calls efficiently in a high paced call center environment.
• Strong verbal and written communication skills.
• Must be focused, detail oriented and quality driven.
• Strong critical thinking skills.
• Supports individual, team, and business goals and initiatives.
• Must demonstrate member centric customer service and the drive to be fully our members’ champion by managing each call with the purpose of first call resolution

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Education

High School or GED equivalent.

 

 

 

 

Pay Range

The typical pay range for this role is:

 

$17.00 - $28.46

 

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.