[Remote] Care Partner at CVS Health

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Mental HealthIndustries

Requirements

Ability to work Tuesday – Saturday 2PM-10:30PM EST (schedules may be adjusted based on business needs)
Fully remote role, able to work anywhere in the U.S
Separate workspace free from distraction in a room with a door that closes to maintain member privacy
No dependent care during work hours
Sit in front of computer with double monitors and headset
Hardwired computer with reliable internet: minimum 400mbps download speed, 10-20mbps upload speed, broadband or fiber connection (no DSL, satellite, or cellular internet)
Some holiday work required

Responsibilities

Handle inbound calls from members and customer leadership in a high volume, fast paced call center environment
Execute routine and non-routine business support tasks including administrative support, follow-up calls, and other duties as assigned
Follow area protocols, standards, and policies to provide effective and timely support
Maintain accurate and complete internal documentation in relevant systems
Comply with policies and regulatory standards
Adhere to performance metrics including quality, call handling time, and customer satisfaction
Multitask while speaking with members, including typing and documentation
Utilize intranet, tools, chats/IM, and emails to assist with call handling and stay updated on information
Protect confidentiality of member information and adhere to enterprise policies
Determine purpose of call by actively listening, triage calls professionally and timely, taking full ownership of interactions
Provide elite quality, customized experience based on customer preference and needs
Assess social determinants/needs; research and communicate pertinent services and resources
Use screening tools to identify urgent clinical intervention needs and transfer calls appropriately, including crises
Address inquiries and resolve issues as single-point-of-contact via phone, digital, and written correspondence
Resolve complex issues with or without management intervention
Communicate effectively with internal stakeholders

Skills

Call Center Operations

Customer Service

Inbound Call Handling

Administrative Support

Documentation

Compliance

Performance Metrics

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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