Responsibilities:

• Handle inbound and outbound calls in a professional and courteous manner.

• Engage with customers to understand their needs and provide appropriate solutions.

• Handle phone communications in a friendly and professional manner.

• Resolve customer complaints and issues efficiently and effectively.

• Provide detailed information about products, services, and promotions.

• Triage patients using targeted intervention business rules and processes to identify needed medical services/ programs.

• Maintain accurate records of customer interactions and transactions.

• Schedule and confirm appointments, follow up on cancellations and no-shows.

• Follow up with customers to ensure their issues are resolved and they are satisfied.

• Collaborate with other departments to address customer concerns and improve service delivery.

• Meet or exceed performance metrics related to call handling and customer satisfaction.

Qualifications:

• High school diploma or equivalent; a degree in Communications, Business, or a related field is a plus.

• Minimum 3+ years of experience in a healthcare/ medical customer service or call center role.

• Prefer 2 years' experience in managed care or population health.

• Excellent organizational skills.

• Proficiency in Microsoft Office Suite and electronic medical records (Epic).

• Ability to work effectively in high-stress environments and handle confidential information.

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Ability to handle high call volumes and work in a fast-paced environment.

• Proficiency in using customer service software and CRM systems.

• Empathy and patience when dealing with customers.

Call Center experience is a plus

Bilingual in English/Spanish or English/Vietnamese is a plus

Reporting Line: This role reports to Clinical ManagerPay Range

The typical pay range for this role is:$18.50 - $31.72This 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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS HealthWe anticipate the application window for this opening will close on: 01/29/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.