Customer Service Representative (Remote EST)

Position Summary

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.

Key Responsibilities

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support
• Resolve customer inquiries and issues efficiently while documenting all interactions
• Educate customers about available resources and assist them in navigating their options
• Anticipate customer needs and provide proactive solutions to enhance satisfaction
• Collaborate with team members and other departments to address service issues and improve outcomes
• Document all customer correspondence and maintain confidential records of patient information
• Follow policies, procedures, and the CVS/Aetna Code of Conduct

Required Qualifications

• 6+ months of customer service experience
• Basic computer skills
• You must live in the Eastern Standard Time Zone
• High School Diploma, GED, or equivalent experience
• Willingness to work specific hours, with flexibility
• Anticipated Weekly Hours 40

Preferred Qualifications

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
• 1+ years of claims, provider, dental, medical or other related healthcare experience
• Microsoft office experience preferred

Pay Range

The Typical Pay Range For This Role Is $17.00 - $28.46

Additional Information

This position pays $18.50/hour. Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.