Customer Service Representative - Behavioral Health (Shift: 10:30AM - 7:00PM EST)

CVS Health is dedicated to building a world of health around every individual. They are seeking a full-time Customer Service Representative to assist members with care pathways, claims resolution, and member education related to behavioral health services.

Responsibilities:

• Takes inbound calls from members and determines the quickest, most effective ways to answer member questions
• Creates an emotional connection with members by understanding and engaging them to champion their best health
• Er records within the overall member management system
• Provides introductory information and connects members with additional and appropriate benefits/external resources
• Performs a review of members’ claim history to ensure accurate tracking of benefit maximums, including deductible and coinsurance levels
• Explains members’ rights and responsibilities in accordance with our plan sponsors’ contracts
• Sends outbound e-mails to members where and as needed
• Supports members with troubleshooting and deescalating where needed
• Escalates queries and concerns when it is deemed necessary
• Ensures that members are satisfied with products/services by handling complaints and inquiries
• Works with the customer service team to share solutions and processes
• Embodies the CVS Core values in each interaction

Requirements:

• 1-3 of call center and/or customer service experience
• Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs
• A private and confidential workspace free from distractions
• A hardwired connection is required (i.e., an Ethernet connection)
• Time management skills to promptly respond to e-mails, call, and chat messages
• Active listening skills to effectively handle members who may be upset
• High school diploma or equivalent required
• A mental health or human services background
• One to three years of healthcare experience
• Bilingual or multilingual skills
• Experience working from home in a remote role