Experienced Inbound/Outbound Queue Associate – Remote Customer Service Representative for Comprehensive Healthcare Management

Introduction to CVS Health and Our Mission

At CVS Health, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle shapes our commitment to delivering enhanced, human-centric healthcare in a rapidly evolving world. Our brand, with heart at its center, conveys a personal message that emphasizes the importance of how we deliver our services, not just what we deliver. As part of our team, you will be part of a culture that values innovation, personalization, convenience, and affordability in healthcare.

Our Heart At Work Behaviors

Our Heart At Work Behaviors support our overarching purpose and are designed to empower every team member to play a transformative role in our culture and innovation. We strive for a work environment where everyone feels valued and supported in their contributions to making healthcare more personal, convenient, and affordable. These behaviors are the foundation of our collaborative and inclusive culture, where diversity, equity, and inclusion are not just valued but essential to our success.

Position Summary

We are seeking an experienced Inbound/Outbound Queue Associate to join our team. As a key member of our healthcare management team, you will provide comprehensive support to facilitate the delivery of high-quality healthcare, promote cost-effective outcomes, and enhance program and operational efficiency. Your role will involve supporting the coordination of medical services, including intake, screening, and referrals to Aetna Medical Services Programs, ensuring the quality and effectiveness of our healthcare services.

Key Responsibilities

• Provide exceptional customer service to patients, families, and healthcare providers through inbound and outbound calls, ensuring timely and effective communication.
• Facilitate comprehensive coordination of medical services, including intake, screening, and referrals, to ensure seamless healthcare delivery.
• Utilize data entry skills to accurately and efficiently manage patient information and healthcare records.
• Collaborate with a multi-disciplinary team to promote quality, effectiveness, and patient-centered care.
• Participate in training and development programs to enhance knowledge and skills in healthcare management and customer service.

Training and Shift Details

We offer a comprehensive 7-week training program that requires 100% attendance. Our standard shift for this role is from 8:00 am to 5:00 pm EST, providing a structured schedule that supports work-life balance.

Required Qualifications

• 2+ years of previous customer service experience, preferably in a call center environment.
• 2+ years of data entry experience, with high accuracy and efficiency.
• 1+ year of experience with Microsoft Office applications, including Word, Excel, and Outlook.
• High school diploma or equivalent GED.

Preferred Qualifications

• Experience in medical assisting or a medical office setting.
• Familiarity with medical terminology and concepts used in care management.
• Effective communication and strong customer service skills, with the ability to navigate internal and external computer systems.
• Ability to work effectively in a multi-disciplinary team environment.

Skills and Competencies

To succeed in this role, you will need:

• Excellent Communication Skills: The ability to communicate clearly, empathetically, and effectively with patients, families, and healthcare providers.
• Customer Service Skills: A patient-centered approach with a focus on delivering high-quality service and support.
• Technical Skills: Proficiency in Microsoft Office applications and the ability to learn and navigate our healthcare management systems.
• Teamwork and Collaboration: The ability to work collaboratively with a diverse team to achieve common goals.
• Adaptability and Flexibility: The capacity to adapt to changing priorities and deadlines in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At CVS Health, we are committed to the growth and development of our employees. As an Inbound/Outbound Queue Associate, you will have access to a range of training programs, development courses, and education assistance to enhance your skills and knowledge. Our organization offers numerous opportunities for career advancement, allowing you to grow professionally and personally.

Work Environment and Company Culture

We pride ourselves on a work environment that is inclusive, supportive, and empowering. Our company culture values diversity, equity, and inclusion, recognizing the importance of a workforce that reflects the communities we serve. As part of our team, you will enjoy a collaborative and dynamic work environment that fosters innovation, creativity, and mutual respect.

Compensation, Perks, and Benefits

We offer a competitive salary range of $17.00 to $31.30 per hour, depending on experience and qualifications. In addition to your base compensation, you will be eligible for a CVS Health bonus, commission, or short-term incentive program. Our comprehensive benefits package includes medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. You will also enjoy paid time off, holidays, and discounts on CVS store products and services with participating partners.

Conclusion and Call to Action

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service and supporting comprehensive healthcare management, we encourage you to apply for this exciting opportunity. As an Inbound/Outbound Queue Associate at CVS Health, you will be part of a team that is dedicated to bringing heart to every moment of healthcare. Don't miss this chance to join our dynamic team and contribute to our mission of making healthcare more personal, convenient, and affordable. Apply today and let's build the future of healthcare together!