Customer Service Representative - Behavioral Health

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.

The Customer Service Representative's responsibilities include (but are not limited to) the following:

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  Takes inbound calls from members and determines the quickest, most effective ways to answer member questions. 

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  Creates an emotional connection with members by understanding and engaging them to champion their best health. 

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  er records within the overall member management system  

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  Provides introductory information and connects members with additional and appropriate benefits/external resources.  

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  Performs a review of members’ claim history to ensure accurate tracking of benefit maximums, including deductible and coinsurance levels. 

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  Explains members’ rights and responsibilities in accordance with our plan sponsors’ contracts. 

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  Sends outbound e-mails to members where and as needed.  

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  Supports members with troubleshooting and deescalating where needed. 

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  Escalates queries and concerns when it is deemed necessary. 

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  Ensures that members are satisfied with products/services by handling complaints and inquiries.  

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  Works with the customer service team to share solutions and processes. 

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  Embodies the CVS Core values in each interaction.  

• 1-3 years of call center and/or customer service experience. 

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

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.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

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.