Customer Service Representative

CVS Health is building a more connected, convenient, and compassionate healthcare experience for individuals, families, and communities. The Customer Service Representative will support members, employers, and healthcare providers by addressing benefits and claims inquiries, educating customers, resolving issues, documenting interactions, and delivering empathetic, high-quality service.

Responsibilities:

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support
• Resolve customer inquiries and issues efficiently while documenting all interactions
• Educate customers about available resources and assist them in navigating their options
• Anticipate customer needs and provide proactive solutions to enhance satisfaction
• Collaborate with team members and other departments to address service issues and improve outcomes
• Document all customer correspondence and maintain confidential records of patient information
• Utilize AI-enabled tools during training and servicing to improve efficiency, support problem-solving, and enhance customer experience
• Follow policies, procedures, and the CVS/Aetna Code of Conduct

Requirements:

• 6+ months of customer service experience
• Basic computer skills
• Must work in Pacific Standard Time in Idaho, Oregon, Washington, or Nevada
• High School Diploma, GED, or equivalent experience
• Adherence to workplace model and potential telework agreements
• High-speed internet (100 Mbps download | 25 Mbps upload) access with a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, and WiFi are not permitted
• Willingness to leverage technology and AI as key support tools
• Willingness to work specific hours with flexibility
• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
• 1+ years of claims, provider, dental, medical or other related healthcare experience
• Microsoft office experience preferred