Position Summary: 

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, and doctors, hospitals, and other healthcare providers.  In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. 

 As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty. 

Key Responsibilities: 

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support  

• Resolve customer inquiries and issues efficiently while documenting all interactions. 

• Educate customers about available resources and assist them in navigating their options. 

• Anticipate customer needs and provide proactive solutions to enhance satisfaction. 

• Collaborate with team members and other departments to address service issues and improve outcomes. 

• Document all customer correspondence and maintain confidential records of patient information. 

•  Utilize AI-enabled tools during training and servicing to improve efficiency, support problem-solving, and enhance customer experience. 

• Follow policies, procedures, and the CVS/Aetna Code of Conduct. 

Your performance will be measured by: 

• Customer satisfaction with the service you provide. 

• Demonstrating CVS/Aetna’s Values in Action behaviors include caring, being accountable, innovating with purpose, and prioritizing safety and quality. 

• Your ability to resolve customer issues the first time they call. 

• Service with Heart Quality and accuracy of interactions and empathy with customers. 

• Reporting to work and adhering to your assigned schedule. 

Our Leadership and Welcome Teams will help you succeed by providing: 

• New colleague orientation to learn about our company and your role. 

• Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported. 

• A supportive and inclusive culture that will allow for continuous learning and growth. 

• Ongoing coaching and mentoring support. 

• Equipment and resources needed to complete assigned work. 

Key Competencies and Behavioral Requirements: 

• Demonstrated empathy and effective communication skills. 

• Respectful and kind demeanor in all communications while being an advocate for our customers 

• Strong problem-solving and decision-making abilities. 

• Ability to manage multiple resources and tasks in a fast-paced environment. 

This position pays $18.50/hour. 

Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.

Required Qualifications:  

• 6+ months of customer service experience 

• Basic computer skills 

• Must work in Pacific Standard Time or Mountain Standard Time

 Preferred Qualifications: 

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role 

• 1+ years of claims, provider, dental, medical or other related healthcare experience 

• Microsoft office experience preferred 

Education: 

High School Diploma, GED, or equivalent experience. 

You must have: 

• Adherence to workplace model and potential telework agreements.   

• High-speed internet (100 Mbps download | 25 Mbps upload) access with a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, and WiFi are not permitted. 

• Willingness to leverage technology and AI as key support tools. 

• Willingness to work specific hours with flexibility.