Customer Service Representative – Behavioral Health

This is a fully remote position, open to applicants in Alabama, +41 more states.

📋 Description

• Handle incoming calls from members and identify effective methods to address their inquiries

• Foster emotional connections with members and advocate for their optimal health

• Keep member records updated in the member management system

• Provide introductory information and link members to relevant benefits and external resources

• Analyze members’ claim history to monitor benefit maximums, deductibles, and coinsurance levels

• Clarify members’ rights and responsibilities as per plan sponsors’ agreements

• Send outbound emails to members when necessary

• Resolve and de-escalate member issues effectively

• Refer inquiries and concerns to higher authorities when needed

• Address complaints and questions to guarantee member satisfaction

• Share insights and processes with the customer service team

• Exemplify CVS Core values in every interaction

⛳️ Requirements

• 1-3 years of experience in call centers and/or customer service

• 1-3 years of experience in healthcare and/or medical insurance

• Basic computer skills and technical proficiency to operate IP phones, manage customer records, and use word processing, database, and email/chat applications

• A private and confidential workspace that is free from distractions

• A hardwired Ethernet connection

• Time management abilities to respond promptly to emails, calls, and chat messages

• Active listening skills to manage upset members effectively

• High school diploma or equivalent qualification

• Availability to work between 8 AM and 8 PM EST after training

• Training schedule must be open Monday-Friday from 10:00 AM to 6:30 PM EST for 8 weeks

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to base salary

• Medical insurance coverage

• Dental insurance coverage

• Vision insurance coverage

• Paid time off

• Retirement savings plans

• Wellness initiatives

• Additional resources that support physical, emotional, and financial wellness