Customer Service Representative in Raleigh, North Carolina

CVS Health

Convey your coronary heart to CVS Well being Each one in all us at CVS Well being shares a single, clear objective: Bringing our coronary heart to each second of your well being. This objective guides our dedication to ship enhanced human-centric well being look after a quickly altering world. Anchored in our model — with coronary heart at its middle — our objective sends a private message that how we ship our providers is simply as essential as what we ship. Our Coronary heart At Work Behaviors™ help this objective. We would like everybody who works at CVS Well being to really feel empowered by the position they play in reworking our tradition and accelerating our capability to innovate and ship options to make well being care extra private, handy and inexpensive.

Place Abstract

It is a work from home alternative.• Solutions questions and resolves points as a “single-point-of-contact” primarily based on cellphone calls from plan sponsors, members and suppliers. Offers personalized interplay primarily based on buyer desire and individualized wants, creating an emotional reference to our members by understanding and interesting the member to the fullest.• Absolutely understands the member’s wants by constructing a trusting and caring relationship with the member.• Anticipates buyer wants. Offers the shopper with associated info to reply the unasked questions, e.g. extra plan particulars, profit plan particulars, member self-service instruments, and many others.• Makes use of customer support threshold framework to make monetary selections to resolve member points.• Educates and assists clients on varied components of profit plan info and accessible providers created to reinforce the general customer support expertise with the corporate (i.e., help with member self-service instruments, Session Alternatives – Easy Steps, Price of Care Instruments, Pure Alternate options Program, and many others.).• Makes use of all related info to successfully affect member engagement.• Takes quick motion when confronted with an issue or made conscious of a scenario.• Takes possession of every buyer contact to resolve their points and join them with extra providers as applicable.• Identifies member wants past the preliminary inquiry by answering the unasked questions.• Resolves points with or without restricted administration intervention.• Offers schooling to members to help them in managing their well being.• Responds rapidly to fulfill buyer wants and resolve issues whereas avoiding over-committing.• Different actions might embody: offering declare standing info, profit protection interpretations, and explaining plan eligibility.• Processes declare referrals, new declare hand-offs, and escalates points as applicable by way of the system for grievances and appeals.• Initiates out-reach/welcome calls to make sure constituents expectations are met or exceeded. Identifies traits and any rising customer support points and works to develop options to handle potential issues and/or plan options of curiosity as an method to enhance understanding of profit plans and enhance post-enrollment member satisfaction.• Companions with different departments to ship consumer particular shows.• Coordinates efforts each internally and throughout departments to efficiently resolve service points and develop course of enchancment supposed to reinforce the general supply of service.• Works collaboratively with colleagues to ship one of the best buyer expertise,.• Seeks to know the shopper, together with circumstances, issues, expectations and wishes.• Asks probing inquiries to establish the underlying buyer wants.• Appropriately transitions conversations to discover prospects for extending buyer interactions.• Guides members to the suitable well being useful resource. Provides options the place applicable .• Acts with one of the best curiosity of buyer in thoughts and central to all interactions.• Collaborates with colleagues and colleagues to ship a world class buyer expertise.• Serves as SME offering technical help when wanted on name associated points, merchandise, and/or system purposes supply issues.• Could take part in preparation and presentation of consumer particular shows.• Could monitor and development information. Coaches, trains and assists within the improvement of name middle workers, as required.• Participates in and/or leads particular tasks/initiatives addressing service points, as needed.• Offers technical or material experience regarding insurance policies, procedures, and function-related purposes/methods instruments as wanted.• Delivers inside high quality evaluations.• Offers applicable help in third get together audits when required. Paperwork and tracks all contacts, occasions, and outcomes with purchasers utilizing applicable methods and processes

Required {Qualifications}

• Buyer Service experiences in a transaction primarily based atmosphere reminiscent of a name middle or retail location most well-liked, demonstrating capability to be empathetic and compassionate.• Efficient organizational abilities and skill to handle a number of duties.• Efficient communication abilities, each verbal and written

EducationHigh Faculty Diploma Required

Pay Vary

The everyday pay vary for this position is:

$17.00 – $25.15

This pay vary represents the bottom hourly charge or base annual full-time wage for all positions within the job grade inside which this place falls. The precise base wage supply will rely on a wide range of components together with expertise, schooling, geography and different related components. Along with your compensation, benefit from the rewards of a corporation that places our coronary heart into caring for our colleagues and our communities. The Firm presents a full vary of medical, dental, and imaginative and prescient advantages. Eligible staff might enroll within the Firm’s 401(okay) retirement financial savings plan, and an Worker Inventory Buy Plan can be accessible for eligible staff. The Firm offers a fully-paid time period life insurance coverage plan to eligible staff, and short-term and long run incapacity advantages. CVS Well being additionally presents quite a few well-being applications, schooling help, free improvement programs, a CVS retailer low cost, and low cost applications with collaborating companions. As for day off, Firm staff get pleasure from Paid Time Off (“PTO”) or trip pay, in addition to paid holidays all through the calendar yr. Variety of paid holidays, sick time and different day off are supplied per related state regulation and Firm insurance policies. For extra detailed info on accessible advantages, please go to

CVS Well being requires sure colleagues to be absolutely vaccinated towards COVID-19 (together with any booster pictures if required), the place allowable underneath the regulation, until they’re accredited for an affordable lodging primarily based on incapacity, medical situation, non secular perception, or different legally acknowledged causes that stops them from being vaccinated.

You’re required to have acquired at the least one COVID-19 shot previous to your first day of employment and to supply proof of your vaccination standing or apply for an affordable lodging inside the first 10 days of your employment. Please word that in some states and roles, you could be required to supply proof of full vaccination or an accredited cheap lodging earlier than you’ll be able to start to actively work.

CVS Well being is dedicated to recruiting, hiring, creating, advancing, and retaining people with disabilities. As such, we attempt to supply equal entry to the advantages and privileges of employment, together with the availability of an affordable lodging to carry out important job features. CVS Well being colleagues can provoke a request for an affordable lodging, together with a certified interpreter, written info in different codecs, translation or different providers by way of myHR (1-888-694-7287, or by way of myLeave at myHR). You probably have a speech or listening to incapacity, please name 7-1-1 to make the most of Telecommunications Relay Companies (TRS). We’ll make each effort to answer your request inside 48 enterprise hours and do the whole lot we are able to to work in direction of an answer.

To assist us monitor our recruitment effort, please point out in your cowl/motivation letter the place ( you noticed this posting.

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