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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
The Med D Sr Rep, Customer Care is responsible for handling escalated calls and providing assistance to CCRs with job knowledge and complex issues. This position requires critical thinking and problem-solving skills. Must be able to calmly handle escalated callers and recommend options to resolve customer complaints. Responsible for creating a positive and supportive work environment for call center representatives. Will be responsible for contacting Account Managers when appropriate, entering PBO's, creating mail tag requests, and other high level customer service functions. Should be a subject matter expert at locating and utilizing resources in theSource.

• Strong oral, interpersonal, and written communication skills
• Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy, responsiveness to customers
• Demonstrates strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
• Demonstrates reliability and compliance with attendance and scheduling standards
• Ability to express assurance and confidence
• PC proficiency in Windows-based applications and strong internet skills
• Team-oriented with the ability to work effectively with others
• Customer service focused; ability to identify process improvements and to multi-task
• Comfortable relating to customers in a patient, helpful way that demonstrates a genuine concern for improving the customer quality of life
• Self-directed and the ability to problem solve in a positive, productive manner, Ability to positively deal with changes in a complex and rapidly changing work environment
• Ability to apply the knowledge/skills learned in training to the day-to-day aspects of the job
• Experienced with efficiently handling Med D line of business