Customer Service Representative-Hybrid Franklin, TN. at CVS Health

Franklin, Tennessee, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

6+ months previous call center experience 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 1 year equivalent experience

Responsibilities

Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services
Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty
Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry
Handles the answering of questions regarding A&H and FE plans so that our members better understand their coverage
Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved
Performs required tasks using tools available to recall necessary information
Documents all customer correspondence and maintains confidential records of patient information
Required to meet all company set metrics
First call resolution mindset

Skills

call center

customer service

multitasking

time management

verbal communication

written communication

active listening

first call resolution

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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