Customer Service Representative- (Monday-Friday, 11:40am-8:10pm EST)

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. CVS Aetna has an opportunity available for a full-time Customer Service Representative aligned with the Behavioral Health team. This role provides advocate care to assist the member with a clear path to care, claims understanding/resolution, and member education around online resources. The Customer Service Representative guides the members through their members’ benefit plans and Aetna policy/procedures. They will also be expected to have knowledge of regulatory guidelines governing these resources. The Customer Service Representative position is ideal for someone with strong interpersonal skills, a passion for mental wellness advocacy, and is comfortable working with digital platforms in a fast-paced and emotionally sensitive setting.   Key Responsibilities: • The Customer Service Representative's responsibilities include (but are not limited to) the following: • 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 • er 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 Required Qualifications : • 1-3 years 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 • Must be able to work schedule of Monday-Friday 11:40am - 8:10pm Preferred Qualifications : • A mental health or human services background is preferred. • 1-3 years of healthcare experience is preferred. • Bilingual or multilingual skills are a plus. • Experience working from home in a remote role is preferred. • An Associates degree is a plus. Educational Requirements: • A high school diploma or equivalent is required. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $31.30 This 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