Inbound Outbound Queue Associate

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 Inbound Outbound Queue Associate interacts with external providers, delivering excellent customer service. They promote and support quality administration of healthcare services, while also supporting comprehensive coordination, including (but not limited to) data entry.

In this role, you will:

• Enter authorizations within 24 hours of notification. These can include, but are not limited to:
  • BH IP (Behavioral Health Inpatient)
  • SUD (Substance Use Disorder) Residential
  • Detox
  • Subacutes
  • BHRF (Behavioral Health Residential Facility)
  • BHIF (Behavioral Health Inpatient Facility)
  • HCTC (Home Care Therapeutic Foster Care)
  • COE (Court Order Extension)/COT (Court Order Treatment)
  • BH SNF (Behavioral Health Skilled Nursing Facility)
  • Retrospective
• Research and file Certification of Needs (CON) and Recertification of Needs (RON).
• Send DD (Developmental Disabilities) Notifications to DD Coordinators upon admissions.
• Assign and label faxed medical records to correct clinician by assigned facilities.
• Assist with discharges to be entered and research ASAM (American Society of Addiction Medicine) scores.

Required Qualifications

• 1+ year of experience in customer service and/or data entry.
• Computer literacy and demonstrated proficiency in navigating external/internal computer systems, as well as Microsoft Office Suite applications, including Word and Excel.

Preferred Qualifications

• 1-2 years of experience as a medical and/or office assistant.
• Effective telephonic communication and organizational skills.
• Strong customer service skills to coordinate service delivery, including attention to customers, sensitivity to issues, proactive identification, and resolution of issues to promote positive outcomes for members.
• Ability to effectively participate in a multi-disciplinary team including both internal and external participants.
• Strong problem-solving and analytical skills.
• Strong computer navigation skills.
• Ability to implement regular feedback for development purposes.
• Works well in a team-based environment.

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.