Remote Customer Service Representative - Aetna Medicaid Member Services at CVS Health

Bring Your Heart to CVS Health: Transforming Healthcare One Conversation at a Time

At CVS Health, we're on a mission to redefine the healthcare experience, making it more personal, convenient, and affordable. As a leading healthcare organization, we're committed to delivering exceptional service to our members and providers. Our purpose is simple: Bringing our heart to every moment of your health. This guiding principle is at the core of everything we do, from the way we interact with our customers to the innovative solutions we develop to improve healthcare outcomes.

About the Role: Remote Customer Service Representative - Aetna Medicaid Member Services

We're seeking a dedicated and compassionate Remote Customer Service Representative to join our Aetna Medicaid Member Services team. As a key member of our customer service team, you'll be the primary point of contact for Aetna Medicaid members and providers, providing telephone assistance with a range of inquiries, from eligibility and provider changes to requests for ID cards. Your exceptional customer service skills and ability to empathize with our members will be crucial in delivering a positive experience and building trust in our organization.

Key Responsibilities:

• Answering inbound calls from members and providers, responding to inquiries regarding benefits, eligibility, services, prior authorization requirements, extra benefits, and programs
• Providing accurate and timely information to resolve member and provider inquiries, ensuring a high level of customer satisfaction
• Utilizing our systems and tools to access member information, document interactions, and resolve issues efficiently
• Demonstrating a commitment to delivering exceptional customer service, adhering to our quality standards and performance metrics
• Maintaining a high level of productivity, meeting or exceeding performance standards, attendance requirements, and call quality goals
• Working from home with a secure, high-speed internet connection via ethernet cable (Wi-Fi not permitted)
• Participating in training and ongoing development to enhance knowledge and skills, ensuring excellence in customer service delivery

Essential Qualifications:

• Residing within 50 miles of Charleston, WV, with the ability to commute to the office when necessary (e.g., due to technical issues)
• Excellent communication and interpersonal skills, with the ability to effectively interact with members and providers orally and in written form
• Proven ability to work independently, demonstrating self-motivation and discipline in a remote work environment
• Strong problem-solving skills, with the ability to analyze issues and provide solutions or escalate as needed
• High school diploma or equivalent required

Preferred Qualifications:

• Previous experience working in a remote call center environment, handling customer service inquiries
• Familiarity with Medicaid and Medicare programs, including benefits, eligibility, and services
• Experience with healthcare-related customer service, demonstrating knowledge of healthcare terminology and concepts

What We Offer: Career Growth, Learning, and Development Opportunities

At CVS Health, we're committed to the growth and development of our colleagues. As a Remote Customer Service Representative, you'll have access to ongoing training and development opportunities, enhancing your knowledge and skills in customer service, healthcare, and technology. Our comprehensive benefits package includes:

• Competitive compensation, with a pay range of $17.00 - $25.15 per hour
• Medical, dental, and vision benefits
• 401(k) retirement savings plan and Employee Stock Purchase Plan
• Term life insurance, short-term and long-term disability benefits
• Well-being programs, education assistance, and free development courses
• CVS store discount and discount programs with participating partners
• Paid Time Off (PTO) and paid holidays throughout the calendar year

Our Culture: Heart At Work

At CVS Health, we're dedicated to creating a culture that puts our heart into everything we do. Our Heart At Work Behaviors guide our interactions with colleagues, customers, and the communities we serve. We value diversity, equity, and inclusion, striving to create an environment where everyone feels valued, respected, and empowered to succeed.

Why Join Us?

If you're passionate about delivering exceptional customer service, working in a dynamic and supportive environment, and making a meaningful difference in the lives of our members and providers, we want to hear from you. As a Remote Customer Service Representative at CVS Health, you'll be part of a team that's committed to transforming the healthcare experience. Apply today and join our mission to Bring our heart to every moment of your health.

Equal Employment Opportunity: CVS Health is an equal employment opportunity employer, committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. We strive to provide equal access to the benefits and privileges of employment, including reasonable accommodations to perform essential job functions.

COVID-19 Vaccination: CVS Health requires certain colleagues to be fully vaccinated against COVID-19, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons.