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Business

Customer Service Representative

Job ID: #

The role of the Customer Service Representative (Member REACH Team Coordinator) is to be customer-focused by putting people first during every interaction, inspiring trust by being courteous, empathetic, patient, and professional. You will create simplicity by effectively using knowledge of plans, services, procedures, and systems to provide information and resolve issues, resulting in enhanced customer satisfaction and retention. The coordinator position is designed to aid members with Social Determinants of Health (SDoH) needs that can be a barrier to their overall health during inbound and outbound call center connections. You will also take part in other initiatives that will provide wrap around services to our members such as data entry to build our internal resource data base, quality checks of the database, assisting with occasional pilot projects, etc. As a Coordinator, you must take accountability to fully understand the member’s needs by building a trusting and caring relationship with the member. The members you speak with will need an empathetic and patient advocate. We provide a human connection when it is needed most.

Company:

Location: 

US - Remote

Company Size:

Job Type:

Full Time

Date:

Requirements

– Applicants who have experience with community resource navigation to assist with personal/family Medicaid needs are encouraged to apply
– Bilingual encouraged to apply




Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.90




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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.




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.




For more detailed information on available benefits, please visit

jobs.CVSHealth.com/benefits



Required Qualifications
– A minimum of 12 months of customer service or service industry related experience with proven customer service skills.
– Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens. Working knowledge of Microsoft© products (Outlook, Excel, folders)
– High speed internet with the ability to hardwire via ethernet from cable modem to PC.
– Provide a designated workspace free from noise and other distractions.



Preferred Qualifications
– At least 1 year in a call center setting.
– Inbound/outbound call center experience.
– Knowledge of Medicaid
– Ability to display empathy towards customers’ needs and concerns.
– Desire to contribute to building a positive team spirit.
– Strong communication skills (oral and written).
– Strong analytical and problem-solving skills.
– Active listening proficiency.
– Ability to be receptive to feedback and to embrace continuous improvement.
– Positive attitude and strong interpersonal skills.



Education
– High School Diploma or GED Equivalent



Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.




APPLY ONLINE

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