[Remote] Sr. Customer Service Rep- BH at CVS Health

Connecticut, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

1 year experience in a social, psychological, or human service field providing client support (preferred)
1 year experience in call center environment or Behavioral Health experience
Experience with Microsoft Office applications
High school diploma or equivalent GED

Responsibilities

Handle inbound calls regarding scheduling requests for appointments with healthcare providers at CVS Health Hub and/or Minute Clinic locations
Make outbound calls to clients to reschedule appointments and reminder calls
Manage provider schedules and patient needs
Determine purpose of call by actively listening and interacting with callers
Assess client’s needs; research and articulately communicate information regarding pertinent Plan Sponsor services and resources
Recognize crisis situations and evaluate for needed action to minimize risk and transfer appropriately for clinical assistance
Perform appropriate research in internal databases and online to identify potential providers and resources
Enter member information into the appropriate system to initiate the member record and document comments and information thoroughly and professionally
Actively work with other departments to meet member requests and needs
Assist team members with necessary activities to effectively respond to member inquiries about and requests for services
Communicate effectively with all internal stakeholders
Utilize relevant databases to research and identify validated, appropriate member resources
Make outbound calls as appropriate to identify and assist with securing member resources and/or services
Provide miscellaneous support functions including administrative support, follow-up calls, and other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceInbound CallsOutbound CallsAppointment SchedulingProvider Schedule ManagementCrisis RecognitionDatabase ResearchMember Data EntryActive ListeningHealthcare Coordination

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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