Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary
A Patient Account Services Specialist advocates for the patient and portrays "Putting People First" by taking a hands-on approach to help people on their path to better health. In this role, a Patient Account Services Specialist will provide a high level of customer service, resolve patient billing questions, and report potential trends to Leadership for review.

• Flexibility with work schedule to meet business needs, including but not limited to 8-hour work shifts from 8:00am-8:00pm EST (Monday-Friday)
• Remote Role

• Develop a deep understanding of CVS Specialty processes and learn how customer service impacts a patient's journey from order to reimbursement for services. Helping patients to navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services.
• Build a trusting relationship with patients by engaging in meaningful and relevant conversation.
• Manage difficult or emotional situations, responding promptly to patient needs, and demonstrating empathy and a sense of urgency when appropriate.
• Accurately and consistently document each interaction in the appropriate Revenue Cycle system.
• Record, review, and take next steps to follow-up and resolve patient concerns.
• Gather and examine patient information to determine eligibility for payment plans
• Meet call center metrics that include call volume and call quality.
• Use technology to effectively liaison with other departments across CVS Specialty.
• Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone.

• 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services.
• Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel
• Effective written and verbal customer service skills
• Ability to work independently and on a team.
• Ability to offer emotional support and empathy.

• 1 year experience in healthcare billing, collections practices, and/or infusion services.
• 1 year experience in pharmacy billing and reimbursement.

• Verifiable High-school diploma or GED required.