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 is a work from home position, however, the training will be conducted in the office.

Customer Service Representative is the face of Aetna and impacts members' service experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Customer inquiries are basic and at times complex nature. Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. Answers questions and resolves issues based on phone calls/letters from members, providers, and other departments. Triages resulting rework to appropriate staff. Documents and tracks contacts with members, providers and plan sponsors.

The CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.

• Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health.
• Taking accountability to fully understand the member’s needs by building a trusting and caring relationship with the member. Anticipates customer needs.
• Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.
• Explains member's rights and responsibilities in accordance with contract.

Required Qualifications:

• Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate. Experience in a production environment. High School or GED equivalent.

Preferred Qualifications:

• Ability to multi-task to accomplish workload efficiently. Understanding of medical terminology. Oral and written communication skills. Ability to maintain accuracy and production standards. Problem solving skills. Attention to detail and accuracy. Analytical skills.

Education:

• High School diploma, G.E.D. or equivalent experience

Required Skills:

• Demonstrating Service Discipline
• Creating a Differentiated Service Experience
• Maximizing Work Practices

Desired Skills:

• Working Across Boundaries
• Handling Service Challenges

Required Skills

• General Business/Maximizing Work Practices/ADVANCED
• Service/Creating a Differentiated Service Experience/ADVANCED
• Service/Demonstrating Service Discipline/FOUNDATION

Desired Skills

• Service/Handling Service Challenges/ADVANCED
• Service/Working Across Boundaries/ADVANCED

Required Skills:

• Service/Creating a Differentiated Service Experience/ADVANCED
• Service/Providing Solutions to Constituent Needs/FOUNDATION
• Service/Working Across Boundaries/ADVANCED

Desired Skills:

• General Business/Maximizing Work Practices/ADVANCED
• Leadership/Fostering a Global Perspective/FOUNDATION
• Service/Handling Service Challenges/ADVANCED

Pay Range

The typical pay range for this role is:

$17.00 - $31.30

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.

For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 08/26/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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