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[Remote] Customer Service Representative - Behavioral Health (Shift: 10:30AM - 7:00PM EST)
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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/.
