At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
Description:
Customer Service Representatives are the face of Aetna and impact the agent experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. 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. Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures to engage, consult and educate agents based upon the agent's unique needs, preferences and understanding of Aetna plans, tools, and resources.
Key Responsibilities:
- Possesses knowledge all Aetna health products available to the senior market.
- Gives guidance with sales inquiries
- Manages various software applications while taking calls when needed and documents processes effectively
- Cultivates positive and successful relationship with field sales force/broker/consultant community/customer teams
- Navigates and instructs the customer on how to use agent support website
- Completes sales orders and requests for materials
- Trains and mentors other employees if needed
- Assist Supervisor and Manager with providing support to the team
- Acts as an advocate and subject matter expert by serving as a customer service and quality champion.
- Executes both routine and non-routine business support tasks in the Commissions Operations teams under limited supervision, referring deviations from standard practices to managers.
- Provides effective and timely support to phone and email inquiries from agents.
- Measures and monitors the quality and effectiveness of work processes in commissions that impacts agent satisfaction and contributes to operational efficiency.
- Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.
- Acts as a subject matter expert on commission workflows and Commission Operations to consistently support agent inquiries.
- Will be responsible to analyze and resolve issues associated with agent commissions.
- Answers questions and resolves issues as a "single-point-of-contact" based on phone calls, emails, and internet from agents.
- Creates an emotional connection with our agents by being understanding and engaging.
- Taking accountability to fully understand the agent's needs by building a trusting and caring relationship with the agent.
- Anticipates agent’s needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools).
- May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
- Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.
Additional Responsibilities to include but not limited to the following:
- Solid knowledge of prescription drug reimbursement, including insurance plan types, PBM and major medical benefits, prior authorizations and appeals processing.
- Ability to work in a fast paced environment, handling both inbound and outbound calls.
- Must be organized, detail-oriented and able to document cases clearly and accurately in accordance with the program guidelines.
- Good communication skills are essential, both internal and external.
- Knowledge of Medicare benefits, enrollments and LIS assistance.
- Plans and organizes work assignments, set priorities and completes work with a minimum of supervision.
- Adheres to the service policy and principles of the company, as well as the program guidelines set by the department.
- Participates in cross-training to perform all roles within the department. Communicates effectively and professionally with our program partners to assure the best possible service for our patients and partners.
- Other duties and projects as assigned.
- Must understand basic accounting including debits and credits.
Required Qualifications
- Minimum 1 year commissions experience.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Knowledge of Business Blocks and CPR+.
Preferred Qualifications
- Proficient in Excel.
- SQL experience a plus.
Education
- Associates degree in related field or equivalent experience is preferred.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$18.50 - $35.29This 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.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 07/11/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
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Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
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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.
