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

Note: The job is a remote job and is open to candidates in USA. CVS Health is committed to building a world of health around every individual and is seeking a full-time Customer Service Representative for their Behavioral Health team. This role involves providing advocate care to members, assisting with claims understanding, and guiding them through their benefit plans while ensuring a compassionate and effective service experience. 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 • Maintains accurate 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 Skills • 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 • 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 Benefits • Medical, dental, and vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources Company Overview • CVS Health is a health solutions company that provides an integrated healthcare services to its members. It was founded in 1963, and is headquartered in Woonsocket, Rhode Island, USA, with a workforce of 10001+ employees. Its website is https://www.cvshealth.com/.