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CVS Health Customer Service Representative in Austin, Texas

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Shift, Training, & Salary

  • This is a 24-hr business, 365 days a year except for major holidays.

  • Once you’re out of training, your work schedule will be determined by performance and attendance through a shift bid process with other Customer Service Representatives.

  • Possible schedules can include evenings and/or weekends. The earliest schedule starts at 5:55am CST and the latest schedule will end at 9:00pm CST.

  • $17.50 per hour

This Customer Service Representative has a pay rate of $17.50 per hour and will be a work form position. This position may have early, evening, and weekend shifts.Customer Service Representatives are the face and support the overall operational effectiveness of the MHBP Service Operations team, so all members and providers experience the same exceptional level of service.CSRs engage, consult, and educate members and providers based upon the callers’ unique needs, preferences, and understanding of the MHBP plans and resources.Customer inquiries are basic and at times complex in nature.Customer Service Representatives will be expected to:- Answer questions and resolve issues with individualized customer service based on phone calls from members and providers.- Utilize multiple applications and available resources to ensure prompt member and provider satisfaction.- Document and track contacts with members, providers, or any additional callers.- Complete outbound calls to members or providers to provide education and/or assist with escalations.- Be empathetic and compassionate. Build a trusting relationship with our members by engaging and providing education to support them in managing their health and guiding them along a clear path to care.- Provide end to end accountability for the member or provider by anticipating needs and providing information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.- Guide the member through their plan benefits, policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.

Required Qualifications

  • 1-2 years previous call center experience .

    • Ability to handle calls efficiently in a high paced call center environment.- Strong verbal and written communication skills.- Must be focused, detail oriented and quality driven.- Strong critical thinking skills.- Supports individual, team, and business goals and initiatives.- Must demonstrate member centric customer service and the drive to be fully our members’ champion by managing each call with the purpose of first call resolution.

Preferred QualificationsEducation High school diploma, G.E.D., or equivalent experience.

Pay Range

The typical pay range for this role is:

$17.00 - $28.45

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.

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