Customer Srvc Rep - Hcb Ops

• Starting Pay: $17.50 Hourly
• Operation Hours: 7:30 AM - 7:30 PM EST, Monday through Friday
• Must Reside in the State of Florida
• Bilingual (Spanish or Haitian Creole) Required
• Training Schedule: (First 6 weeks) 9:00 AM - 5:00 PM EST, Monday through Friday

The Customer Service Representative is the face of Aetna and impacts members' service experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Customer inquiries are basic and at times complex nature. Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care.

Additional responsibilities include but not limited to the following:

• Answers questions and resolves issues based on phone calls/letters from members, providers, and other departments.

• Triages resulting rework to appropriate staff.

• Documents and tracks contacts with members, providers and plan sponsors.

• Guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.

• Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health.

• Taking accountability to fully understand the member’s needs by building a trusting and caring relationship with the member. Anticipates customer needs.

• Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.

• Explains member's rights and responsibilities in accordance with contract.

This position is part of Service Operations

Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.90

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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

Required Qualifications

• Resident of the State of Florida
• 1 year of recent Customer Service experience in a transaction based Call Center environment.

• Demonstrated ability to be empathetic and compassionate. • Experience in a production environment.

Preferred Qualifications

• Problem solving skills.
• Oral and written communication skills.
• Attention to detail and accuracy.
• Analytical skills.
• Ability to multi-task to accomplish workload efficiently. Understanding of medical terminology.
• Ability to maintain accuracy and production standards.

Education
High School Diploma or GED equivalent

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.