Customer Service Representative

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary:   We are   seeking   a compassionate ,   customer- obsessed   Customer Service Representative   to care for our customers . Our customers include members of our   benefit   plans,   employers that offer   benefits,   and   doctors, hospitals, and other   healthcare providers .  In this role, you will create connections with our customers by   helping   with   their benefits and claims   to improve their health and well-being . You will   be responsible for   educating customers about their benefits and claims while resolving issues and directing them to   helpful   resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through   kind and   respectful interactions.    As the face of our   company , you will   care for our customers by   research ing   issues, document ing   outcomes, resolv ing   inquiries   and   delivering   a high level   of customer satisfaction. Your ability to listen and respond to customer needs is crucial in   inspiring   trust and loyalty.   Key Responsibilities:   • Actively listen   and be an advoc ate 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.     Your performance will be measured by:   • C ustomer satisfaction   with the service you provide.   • Demonstrating   CVS/Aetna’s   Values in Action   behaviors   include   caring, b eing   a ccountable,   i nnovating with purpose ,   and p rioritizing   s afety and   q uality .   • Your ability to resolve customer issues the first time they call.   • Service with Heart   Quality and accuracy   of interactions   and empathy   with customers.   • Reporting to work and adhering to your assigned schedule.       Our   L eadership and Welcome   T eam s   will   help   you   succeed   by providing :   • New colleague orientation   to learn about our company and your role .   • Engaging and comprehensive training ranging from 4 to   18 weeks   depending on the   customer s   supported .   • A supportive and inclusive culture that will allow for continuous learning and growth .   • Ongoing coaching   and mentoring   support.   • Equipment and resources needed to complete assigned work.     Key Competencies and   Behavioral   Requirements :   • Demonstrated empathy   and effective communication skills.   • Respectful and kind   demeanor in all communications   while being an advocate for our customers   • Strong problem-solving and decision-making abilities.   • Ability to manage multiple resources and tasks in a fast-paced environment.     This position pays   $