Position Overview

At CVS Health, we are building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming healthcare. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues, caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.

ActiveHealth is dedicated to helping our members set goals and make choices that enable them to lead healthier lives. We provide education to make informed decisions and support to reach those goals. Customer Service is the first point of contact, and we need energetic, compassionate people who are dedicated to helping our members understand all the resources available to them.

Responsibilities

The primary functions performed are:

• Educating identified members about programs available to them to promote wellness.
• Scheduling appointments with our nurses and coaches or scheduling them in a group coaching event.
• Educating members on their company-sponsored incentives and reviewing progress towards meeting their incentives.
• Assisting members with portal questions (password resets, registering, navigation, filling out health assessments) and promoting the mobile app.
• Providing a positive member experience reflective of the CVS values.

We are a call center and connect with members through inbound and outbound phone calls.

Training and Schedule

• Training: Approximately six weeks, Monday to Friday, 8:00 am to 4:30 pm ET.
• Post-Training Schedule: Can be during the hours of 8:00 am EST and 9:00 pm EST. Specific needs will be discussed during the interview.

Requirements

• Internet Connection: A personal High-Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. Internet must be Broadband and meet the minimum required mbps to support telephony software. You must be able to work with a direct connection using an Ethernet cord; Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it.
• Experience: 2 years of experience in a customer service call center environment supporting inbound and outbound queues. Experience promoting programs or telephonic sales is preferred but not required. Averaged 85-100 contacts per day.
• Typing Skills: Keyboarding skills and ability to type 45 WPM with 95% accuracy. An online test can be provided.
• Software Proficiency:
  • Microsoft 365 (Outlook, Teams, OneDrive)
  • Avaya One X or Five9 comparable telephonic software knowledge.
• Workforce Management: Preferred but not required.
• Foundational Computer Skills: Ability to navigate computers, work in multiple windows, perform basic functions (copy/paste), and basic troubleshooting skills.
• Learning Environment: Ability to learn in an online/telework environment.

Additional Internal Applicant Requirements

(Status will be checked prior to an offer being made)

• Scorecard rating of a 3 or higher.
• Acceptable attendance.
• No written warning or disciplinary action on file.

Preferred Qualifications

• Experience in a setting with contractual customer expectations and performance guarantees.
• Excellent communication skills, both verbal and written.
• Experience supporting complex and nuanced work.
• Ability to discern key points to assist with problem resolution.
• Demonstrated ability to handle multiple assignments competently, accurately, and efficiently.
• Ability to follow direction, multitask, and adapt to change.

Education

• High School diploma

Employment Details

• Employment Type: Full time
• Anticipated Weekly Hours: 40
• Time Type: Full time

Pay Range

The typical pay range for this role is: $18.50 - $38.82 per hour.