Customer Service Representative-Hybrid Franklin, Tennessee at CVS Health

Franklin, Tennessee, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

1+ years experience in call center operations or customer service
Multitasking capability with superb time management
Excellent verbal and written communication, active listening, and the ability to express information clearly
Patience, empathy, and the ability to handle difficult customers professionally
Basic computer skills and ability to navigate phone systems and software
High school diploma or up to 2 year equivalent experience

Responsibilities

Answer and document all incoming calls to determine their nature while responding to complex calls related to specialized products
Ensure every member is shown respect and kindness and that all questions are thoroughly answered to ensure high customer satisfaction and loyalty
Identify and evaluate appropriate data to determine and implement the appropriate course of action to resolve the reason for the call
Follow established procedures to meet customer/member needs and enhance the company's brand recognition and competitive advantage
Handle questions regarding declination reasons, risk assessments, and telephone interviews to help members understand their options
Communicate effectively with diverse work units and relevant organizational departments to ensure issues are properly and quickly resolved
Complete ongoing required training to understand how to use tools available to recall necessary information
Document all customer correspondence and maintain confidential records of patient information
Meet all company set metrics

Skills

Key technologies and capabilities for this role

call center operationscustomer servicemultitaskingtime managementverbal communicationwritten communicationactive listeningdata evaluationcustomer documentationtelephone interviews

Questions & Answers

Common questions about this position

What is the pay range for this Customer Service Representative position?

The typical pay range is $17.00 - $28.46 per hour, with the actual offer depending on factors like experience, education, geography, and other relevant factors.

Is this position remote or hybrid, and where is it located?

This is a hybrid position located in Franklin, Tennessee.

What are the required skills for this role?

Required skills include 1+ years of experience in call center operations or customer service, multitasking with superb time management, excellent verbal and written communication, active listening, patience, empathy, ability to handle difficult customers professionally, and basic computer skills.

What is the company culture like at CVS Health?

CVS Health emphasizes a purpose-driven environment with dedicated colleagues passionate about transforming health care, focusing on respect, kindness, high customer satisfaction, and compassion in serving millions of Americans.

What makes a strong candidate for this position?

Strong candidates have previous healthcare call center experience, excellent communication skills, a positive service-oriented attitude, active listening, empathetic multitasking with superb time management, first call resolution mindset, and problem-solving skills, in addition to meeting the required qualifications.

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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