To be successful in this role you will be managing complaints, suggestions and comments in queue, receiving and respond to client issues in a timely manner via email, fax, cases and telephone. You will also be responsible for timely follow up on requests to ensure resolution as well as ensuring complete tracking of client contact in database to build contact history, identify trends, facilitate relationship building and provide management and client reporting.
Other key responsibilities can include providing plan benefit override support at client request, providing feedback to Customer Care management on servicing incidents and developing service trends as well as partnering with Account Management team to ensure maximum client satisfaction and issue trending.
Scheduled Hours for this position: Monday - Friday 9 am - 5:30 pm EST(Occasional need for scheduled overtime, weekend and holidays as determined by business need -EX: “Welcome Season”.)
- 1+ year of customer service experience.
- 1+ year of Call Center experience.
- 1+ year of health care industry experience.
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
- If you are vaccinated, you are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 60 days of your employment. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.
- If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, then your employment may be terminated.
- Experience working with PeopleSafe, RXClaim, SalesForce, Moxie.
- Experience with plan designs and Client programs.
- Prior Medicare D Experience.
- Verifiable High School diploma or GED is required.
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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