Senior Customer Care Representative - Aetna Commercial

CVS Health • Full-time • Remote (Austin, TX, US) • $18 - $35 / hour • 4w ago

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.

The Senior Representative is responsible for handling escalated calls and providing assistance to floor representatives with job knowledge and complex issues. This position requires critical thinking and problem solving skills. Must be able to calmly and efficiently 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.

1. Strong oral, interpersonal, and written communication skills
2. Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy
3. Responsiveness to customers
4. Demonstrates strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
5. Demonstrates reliability and compliance with scheduling standards.
6. Ability to express assurance and confidence
7. PC proficiency in Windows-based applications and strong internet skills
8. Team-oriented with the ability to work effectively with others
9. Customer service focused; ability to identify process improvements and to multi-task
10. Comfortable relating to customers in a patient, helpful way that demonstrates a genuine concern for improving the customer quality of life.
11. Self-directed and the ability to problem solve in a positive, productive manner.
12. Ability to positively deal with changes in a complex and rapidly changing work environment.
13. Ability to apply the knowledge/skills learned in training to the day-to-day aspects of the job.

Required Qualifications

6+ Months experience as a CVS team lead on Aetna Commercial or experience handling and de-escalating member issues

High School or Equivalent

Preferred Qualifications

Associate's Degree or Bachelor's Degree

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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 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 Health

We anticipate the application window for this opening will close on: 11/06/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.