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
Serves as a single point of contact on a client-facing team.
Responds to client service requests and issues, including enrollment and billing, commissions, technical support, install/group administration, and all other routine customer service inquiries.
Delivers first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial phone call/letter/email from the client.
Responds to moderately complex service inquiries and resolves customer concerns within an organized team.
Resolves issues without or with limited management intervention.
Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed customer satisfaction while educating constituents on Aetna’s policies and programs.
Investigates, analyzes, and resolves service requests and issues including, but not limited to enrollment and billing, commissions, technical support, and install/group administration.
Coordinates efforts both internally and across departments to successfully resolve service issues.
Accurately records telephonic and virtual customer interactions and follow-up.
Supports plan administration activities, including case installation, enrollment, plan set-up, eligibility, and billing by working proactively with support areas.
Leads resolution of service issues through partnership with functional operations team.
Collaborates with colleagues and co-workers to deliver a world class customer experience.
Identifies and implements process improvements.
Maintains phone quality and performance levels while working on customer-related projects.
Takes responsibility for own self-development.
Recommends areas where cross training is needed.
Understands the team’s performance against measured service goals.
Accepts ownership for individual and team results.
Performs other related duties as assigned.
Required Qualifications
Prior call center/customer service experience.
Basic computer skills
Proficient multitasking (ability to navigate multiple tabs and customer-based interactions).
Excellent attendance during training.
Education
High School Diploma or Equivalent combination of Education and Work History
Anticipated Weekly Hours
40
Time Type
Full time
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.
For more detailed information on available benefits, please visit Benefits | CVS Health
We anticipate the application window for this opening will close on: 03/22/2025
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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What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners.
Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
