[Remote] Customer Service Representative - Behavioral Health (Shift: 10:30AM - 7:00PM EST)
Note: The job is a remote job and is open to candidates in USA. CVS Health is committed to building a world of health around every individual and is seeking a full-time Customer Service Representative for their Behavioral Health team. This role involves providing advocate care to members, assisting with claims understanding, and guiding them through their benefit plans while ensuring a compassionate and effective service experience.
Responsibilities
- Takes inbound calls from members and determines the quickest, most effective ways to answer member questions
- Creates an emotional connection with members by understanding and engaging them to champion their best health
- Maintains accurate records within the overall member management system
- Provides introductory information and connects members with additional and appropriate benefits/external resources
- Performs a review of members’ claim history to ensure accurate tracking of benefit maximums, including deductible and coinsurance levels
- Explains members’ rights and responsibilities in accordance with our plan sponsors’ contracts
- Sends outbound e-mails to members where and as needed
- Supports members with troubleshooting and deescalating where needed
- Escalates queries and concerns when it is deemed necessary
- Ensures that members are satisfied with products/services by handling complaints and inquiries
- Works with the customer service team to share solutions and processes
- Embodies the CVS Core values in each interaction
Skills
- 1-3 of call center and/or customer service experience
- Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs
- A private and confidential workspace free from distractions
- A hardwired connection is required (i.e., an Ethernet connection)
- Time management skills to promptly respond to e-mails, call, and chat messages
- Active listening skills to effectively handle members who may be upset
- A mental health or human services background
- One to three years of healthcare experience
- Bilingual or multilingual skills
- Experience working from home in a remote role
Benefits
- Medical, dental, and vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources
Company Overview
- CVS Health is a health solutions company that provides an integrated healthcare services to its members. It was founded in 1963, and is headquartered in Woonsocket, Rhode Island, USA, with a workforce of 10001+ employees. Its website is https://www.cvshealth.com/.