Customer Service Representative (Omnicare)
Resonance CX Partners identifies and validates customer-focused opportunities. At CVS Health®, you’ll collaborate with passionate colleagues who innovate with purpose, prioritize safety, and aim to simplify healthcare for individuals, families, and communities.
About the role
The Customer Service Representative is a phone-based role serving as the primary point of contact for long-term care residents, responsible parties, and facility partners. This position provides exceptional customer support while ensuring billing accuracy, account reconciliation, payment processing, and compliance with company policies and regulatory requirements.
Responsibilities
- Serve as the primary customer support resource for long-term care residents, responsible parties, and facility staff regarding account inquiries and billing concerns.
- Collect, review, and verify account-specific information, including billing details, insurance coverage, payer information, and applicable coding.
- Update, maintain, and document customer account activities within designated work campaigns and servicing platforms.
- Review account status to verify accuracy, identify discrepancies, and take appropriate action to progress accounts toward resolution.
- Conduct outbound calls to customers, responsible parties, insurance providers, and facilities to reconcile account issues and resolve outstanding balances.
- Process customer payments accurately and perform follow-up activities to ensure proper posting and account resolution.
- Research and resolve billing questions, payment concerns, and account discrepancies in a professional and timely manner.
- Maintain detailed and accurate documentation of all customer interactions and account activity.
- Ensure compliance with all federal and state regulations, company policies, privacy standards, and departmental procedures.
- Participate in corporate campaigns, special projects, and strategic initiatives that support organizational goals and leadership-directed objectives.
- Collaborate with internal departments to resolve customer concerns and improve overall service delivery.
- Meet established performance, quality, and productivity standards while delivering a positive customer experience.
- Perform other duties as needed.
Requirements
- 1+ year of experience in a high-volume call center environment.
- 1+ year of experience with health insurance billing, including Medicaid, Medicare, and/or Medicare Part D.
- 1+ year of experience in a remote, work-from-home environment.
- Demonstrated proficiency in working multiple systems simultaneously, as well as with Microsoft Office (Outlook, Word, Excel).
Qualifications
High school diploma or GED.
- Previous experience in a long-term care and/or pharmaceutical environment.
- Strong written and verbal communication skills.
- Demonstrated professional demeanor in all communications.
- Excellent attention to detail.
- Strong administrative and data entry skills.
- Ability to build relationships with customers and members.
- Excellent customer service skills.
- Strong problem-solving, investigative, and conflict-resolution skills.
- Associate's degree (preferred).
Schedule
Full time, 40 hours per week.
Pay
The typical pay range for this role is $17.00 - $34.15 per hour. The actual base salary offer will depend on factors including experience, education, geography, and other relevant considerations. This position is also eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range.
Benefits
CVS Health offers a comprehensive and competitive mix of benefits designed to support colleagues and foster a workplace where everyone feels valued and included.