Customer Service Representative (Must work in Arizona Time Zone)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Customer Service Representative is the face of Aetna/Mercy Care and impacts members' service experience by handling customer service inquiries and problems, specifically via telephone, internet, or written correspondence. For this role, customer inquiries are of basic and - at times - complex nature.

This person acts as a representative of the company by answering and documenting all incoming contacts, in order to determine their nature, while responding to complex calls related to specialized services.

In this role, you will:

• Ensure that every member is shown respect and kindness, as well as that all questions are thoroughly answered, in order to ensure a high level of customer satisfaction and loyalty.
• Identify and evaluate appropriate data to determine and implement the appropriate course of action, in order to resolve the complaint and/or coordinate service recovery.
• Follow established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.
• Handle the answering of questions regarding prescription insurance, medication coverage, and mail-order prescriptions, allowing members to better understand their coverage and options.
• Communicate effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Organize training sessions to educate internal staff on premium customer service processes, policies, and best practices.
• Perform required training to understand how to use available tools, in order to recall necessary information.
• Document all customer correspondence and maintain confidential records of patient information.

Required Qualifications

• At least 1 year of experience in a call center and/or high call-volume environment.
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook).

• Ability to work a flexible schedule from Monday-Friday from 7am-6pm Arizona Time.

Preferred Qualifications

• Bilingual (English/Spanish).
• Demonstrated problem solving and decision-making skills.
• Previous experience in a healthcare environment.
• Demonstrated knowledge of medical terminology.
• Strong organizational and time management skills.
• Excellent communication skills.
• Ability to demonstrate empathy in a professional, customer-oriented manner.

Education

• High school diploma or GED.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.  
 

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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